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.
232 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:10/16/2024
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.
In a new home, all of the tiles in the kitchen and living are buckling. this is due to not using the correct adhesive. I am requesting the builder repair the work that was not done right.There are other homeowners in my community with the same issue. this is a builder defect and should not be bound by a year's warranty
Business Response
Date: 10/16/2024
We appreciate the customer making us aware of their concern.The division customer care team has been in contact with the customer and explained that as his home is in year 5 of the warranty, all flooring issues are no longer covered by warranty. If the home has a foundation concern, the homeowner should direct that concern to *** as a major structural defect. As a courtesy, D.R. ********************** has agreed to provide the homeowner with a limited number of replacement tiles and grout. It was explained to the customer that there may be a color variance due to the age of the home. This matter has been closed.
Customer Answer
Date: 10/16/2024
Complaint: 22429307

I am rejecting this response because:

The issue was due to the builder not installing the tile during construction and they should help me with the repairs. It is a builder defect therefore the warranty is not valid.
I appreciated that tiles are being provided and this a step in the right direction.
My request is the builder provide the repairs or refund me the cost to a 3rd party.

Regards,

**** ******
Business Response
Date: 10/17/2024
We understand the customer's concern. As the home originally closed escrow five years ago, flooring is no longer covered under warranty. We are providing tile and grout, as a courtesy, to assist the customer in making his repairs.
Customer Answer
Date: 10/18/2024
Complaint: 22429307

I am rejecting this response because I have not received the replacement tile or grout. I want the builder to pay for the repair because this a builder defect and should have been installed correctly.

Regards,

**** ******
Business Response
Date: 10/29/2024
The replacement tile is on order and the customer will be contacted by our vendor partner after it has been received. As was previously communicated to the customer, the tile and grout are being provided as a courtesy, as this is not a warrantable repair, and the customer is responsible for installation.
Customer Answer
Date: 10/30/2024
Complaint: 22429307

I am rejecting this response because:
I am waiting for tile and grout to be delivered please keep this open
Regards,

**** ******
Initial Complaint
Date:10/15/2024
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.
I attached a few pictures of warranty items that were never corrected. For the roof the shingles are rated up to 130mph and should not have lifted. You can also tell there was a previous roof repair from before I bought the house as there is tar on top of some shingles. The ** has a burning smell when coming on. The ** company came out under warranty before but now the warranty department says they do not see any record of it.
Business Response
Date: 10/21/2024
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.
Initial Complaint
Date:10/15/2024
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.
Ive only lived in my residence for a little over 2 years and I have cracks around my window in my master bedroom and on the ceiling. This is more than just the normal settling that a home normally does. Also have issues with my ac unit making a loud noise whenever it turns on like its struggling to run. Im not understanding how a builder can give someone buying their first home such a crappy experience. Maybe I shouldve included my home in the lawsuit thats currently going on against them. Would I ever recommend this builder to anyonenever!!!!!
Business Response
Date: 10/23/2024
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: 10/23/2024
Complaint: 22422706

I am rejecting this response because:
There isnt a timetable on when these things will be fixed.
Regards,

****** ***********
Business Response
Date: 10/24/2024
All warrantable repairs have been completed at the customers home. The claim that was submitted for a drywall concern was denied as the onetime drywall and paint touch-up was already completed within the first year of fit and finish warranty. The customers claim submitted for the **** was denied as the **** is currently covered by the manufacturers warranty. The customer has been provided guidance as to how to submit a warranty claim with the product manufacturer. As there are no further warrantable repairs to be addressed, D.R. *********************** respectfully, denies the customers claims and this matter was closed.
Customer Answer
Date: 10/24/2024
Complaint: 22422706

I am rejecting this response because what theyre stating as drywall damage is not what it is. This is structural damage. Its funny how they only offer 1 year warranty and after the year is when everything starts falling apart. Its ok just note theres litigation against you now.

Regards,

****** ***********
Initial Complaint
Date:10/15/2024
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 have had multiple issues with our new home, each issue has taken several requests to get completed. Most recently the below are the issues that the builder is hiding behind the warranty clauses and refusing to correct or even come out to look at to clarify how these items are owner maintenance. Worse the builder was made aware prior to the hurricane ****** that our shutters had an issue. the builder showed up after the hurricane. below are the issues that need to be addressed: The builder stated these were all owner responsibility and i would like to know how a house less than a year old can have all these issues and the hurrican hardware one was never even installed by them. The gap in the ceiling is based on workmanship, the windows not opening and locking correctly how is that owner maintenance. Moisture around the vent where is that coming from and why/ Rip in the duct why?Gaps in the ceiling above the garage door should be sealed.Several windows are difficult to open and lock.Moisture was detected around the vent in the bonus ******** in the duct ***** at the AHU.Hurricane hardware is missing in spots along the rear of the ******* correct the issues above, I would like each and every item addressed individually with someone actually coming to fix these issues.Please note builder has had to prior prior issues and i have an email trail of those just as more samples of the difficulty in getting things addressed from day 1. This is a brand new home. There really shouldn't be any issues at all.
Business Response
Date: 10/21/2024
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.
Initial Complaint
Date:10/14/2024
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.
Closed on a house at the end of July, having nothing but issues, the latest and most serious is a foundation and grading issue. The grading on the building site is faulty. I have water pooling on both sides of the house thats not draining properly not to mention water seeping through the foundation and into walls when it rains, I have submitted a complaint about those issues and have not heard back and keep waiting. This is a serious issue that has to do with the foundation of a brand new house that will have major consequences down the road.
Business Response
Date: 10/23/2024
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.
Customer Answer
Date: 10/23/2024
Complaint: 22418303

I am rejecting this response because:
A letter was sent to me on Sep 9th saying I will be contacting to fix the grading defect that pools water and foundation water seeping I have not heard anything yet from them. They also never fixed the water issue coming from the garage wall that was submitted also a month ago and are now blaming it on the hurricane when I clearly brought up the issue way before the hurricane. They are avoiding fixing their construction defects.

Regards,

******* Alhardan
Business Response
Date: 11/01/2024
The division customer care team is in communication with the customer and our vendor partner. We have scheduled December 16 for work to be completed. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 11/01/2024
Complaint: 22418303

I am rejecting this response because:

I am waiting to see of they will actually fix the issue, I have not received any response in regards to the issue of water seeping through the garage walls and piping..that issue was documented before the hurricane yet they blamed it on the hurricane.
Regards,

******* Alhardan
Initial Complaint
Date:10/11/2024
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.
Closing July 19, punch list never finished. Still have outstanding repairs that we were promised by the sales girl and the construction manager that they would be done within a month of closing. Unpainted foundation, incorrectly installed sliding glass door, hanging gas lines, dead bushes and trees. When contacting said manager and sales person we get ignored completely after being pushed off for 3 months now.
Business Response
Date: 10/16/2024
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. All warrantable repairs are scheduled to be completed this week.
Initial Complaint
Date:10/09/2024
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.
**************************************** October 8, 2024 D.R. Horton America's Builder *********************************************************************************** Dear D.R. Horton America's Builder,On September 27, 2022, I completed a walk-through with my realtor (after signing with *** Title). When I got to my home to meet with the Supervisor, there were many things not completed. In fact, the Certicate of Occupancy was not yet ordered after the signing. To make things worse, there was an electrician who was sleeping on the master bedroom floor when we arrived. We also brought to the attention of the Supervisor that the thermostat was installed in the middle of the only wall in which the TV can be installed. It was not installed next to the Smart Home panel. This issue was not rectified upon request after our walk-through. In addition, my realtor emailed ****** **********, D.R. ********************** Express ***************, the same day after our walk-through, and reported these issues. On June 11, 2023, I submitted a warranty request through D.R. ********************** (***********************************************************) and reported the same issue of relocating the thermostat. The issue was not resolved.On October 8, 2024, I completed another warranty request for the thermostat. No one has contacted me to resolve this matter after numerous attempts with the home ************************* resolve this issue, I would like your company to relocate and rewire the thermostat to another wall at your expense with **** ******* Air Conditioning and Plumbing (currently contracted D.R. ********************** *******).I look forward to your reply and a resolution to this matter.Please contact me by phone at ************.Sincerely,May Gani
Business Response
Date: 10/14/2024
We
appreciate the customer making us aware of their concern. We confirmed that all
work was recently completed, and this case has been closed.
Customer Answer
Date: 10/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22398784, and find that this resolution is satisfactory to me.

Regards,

May Gani
Initial Complaint
Date:10/07/2024
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 occupied the home on Oct 17, 2023 and the Home is still under 1 year warranty. Garage Roof started leaking (picture attached) in July 2024. Builder came and temporarily put plastic (picture attached) and then builder dragging for months and refusing to fix stating that it is a cosmetic issue and it is the home owner's responsibility to fix. No Inspection report is provided to me. Also *************** did a fix 2 times (picture attached) which did not work. DR ********************** on-site always maintained that it will be fixed and dragged it for months to finally mention that they are not going to fix the drywall. Kindly investigate.
Business Response
Date: 10/07/2024
Hello BBB,
The consumer filed this complaint against the wrong entity. It should go to our affiliated builder, D.R. ***************************** Are you able to transfer the complaint to them? *** Title does not have the ability to assist the consumer with construction and/or warranty issues on their new home.
Thank you, ***** ***, DHIFS Customer Care Team Lead
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. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 10/24/2024
Complaint: 22381630

I am rejecting this response because:
So far no one has contacted and provided updates on the plan , timeline to fix and completion dates. Unless I get the information I will not accept. Note to BBB: It is a pity that my as a new homeowner purchasing a new home from so called reputed builder is collecting the water leak in buckets and discarding it during rains. Please understand the stress and anxiety and consider this as a serious issue.

Regards,

Sivashanmugham ********** *********
Business Response
Date: 10/31/2024
D.R. *********************** customer care team continues to work with the customer to inspect, locate and resolve this matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 10/31/2024
Complaint: 22381630

I am rejecting this response because:
No work or action has been performed so far (its been 2 weeks) to identify the issue. Unless DR ********************** team inspect, locate and resolve the issue, I will not be able to accept the response.
Note to BBB: Kindly keep the case open.

Regards,

Sivashanmugham ********** *********
Business Response
Date: 11/08/2024
Our customer care team remains in communication with the customer.Repairs at his home are scheduled to be complete November 14, 2024.
Customer Answer
Date: 11/18/2024
Better Business Bureau:

Resolved.

Regards,

Sivashanmugham ********** *********
Initial Complaint
Date:10/07/2024
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.
In Dec 2023 I purchased a home from DR *********************** I was told that all the appliances were brand new. During the walk through process with the ********************************** he noticed a problem with the refrigerator. He got it replaced but the problem persisted. I was told that the appliance has a 1 year warranty with ******** USA. The fridge has been repaired three times already and the original problem still remains. It is sweating in the freezer. Water forms on the door and upper left side of the freezer, apparently air is getting inside or something else. I ask and was not told what the problem is. DR ********************** defraud and misrepresented the appliance as new when they were ******** is the stove. After I moved in and was cooking I smell something coming from the stove and pulled out the bottom draw and look - the foundation of the stove is ***** and look like t has mold. The stove looks like it was abandoned and refurbished. I reported it to DR ********************** and Whirlpool and they both refused to replaced the stove. They claimed it is oxidation but how oxidation is taking place on a new stove so fast. They are both playing off each other because DR ********************** says they only agree to warranty the appliance for one year and DR ********************** did not purchase directly from them, but through a third party. DR ********************** flat out refused to do anything. I would like to be refunded cash as I no longer trust DR ********************** to provide new appliances.
Business Response
Date: 10/08/2024
We appreciate the customer making us aware of their concern. D.R. ********************** provides only new appliances in its homes. The customers refrigerator was replaced prior to moving into the home. We verified with multiple suppliers that the bottom carriage of the range is unfinished by the manufacturer. Customers are encouraged to register their appliances with the manufacturer to ensure coverage under the manufacturers warranty. The customer should contact the appliance manufacturer to determine the remaining warranty coverage. D.R. **********************, respectfully, denies the customers request for refund or replacement.
Customer Answer
Date: 10/08/2024
Complaint: 22390892

I am rejecting this response because: DR ********************** told me the appliances were brand new when I purchase the house. DR ********************** had fraudulently claimed that the appliances were brand new. Based on their response they were aware that the appliances were not new. They knowingly lied to me. I need restitution.

Regards,

***** ******
Business Response
Date: 10/08/2024
D.R. ********************** only installs new appliances in the homes that it builds. D.R. **********************, respectfully,denies the customers request for restitution and this case has been closed.
Customer Answer
Date: 10/08/2024
Complaint: 22390892

I am rejecting this response because: The fridge was not new. It had to be repaired several times.
From the pictures the stove was not new. I went to ********** and Best Buy to look at the same type of stoves and there is no rust. This stove was already ***** and had what looks like black mold. I have been unable to use the oven from fear of contamination. Also ********* said that DR ********************** did not purchase from them but a third party Whirlpool only agree to 1 year warranty. DR ********************** should be ashamed to be deceiving people.
It is an outright false representation. What new fridge need to be repaired so many times and still have a problem. I owned Whirlpool fridge for 15 years and never had a problem.

Regards,

***** ******
Initial Complaint
Date:10/04/2024
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.
Dear Better Business Bureau,I am writing to file a complaint regarding my negative experience with D.R. ********************** concerning a warranty issue at my home (*********************************************************************************************. Despite raising a serious issue involving condensation behind an electrical outlet, D.R. ********************** has not provided a resolution after nearly a month of waiting, poor communication, and missed follow-ups. This situation poses a potential safety risk, and I am extremely dissatisfied with their response.Key concerns:********:I submitted a claim due to significant condensation behind an electrical outlet, which caused rusting and a short circuit, leading to a breaker trip. The technician replaced the outlet but stated the condensation would likely return. This moisture could lead to further electrical hazards.2.Communication:I received conflicting responses, and communication often dropped without warning. At one point, a painter arrived instead of a technician, and no follow-up occurred for two weeks.3.Denial of Service:D.R. ********************** closed my ticket, claiming the issue is a natural occurrence and not their responsibility. I disagree, as this seems to be a result of poor insulation or construction, which should be covered by the warranty.4.Delays and Unprofessionalism:I waited nearly a month, and the issue could have been resolved more quickly. The lack of clear communication and professionalism is unacceptable.I ask the BBB to intervene and ensure D.R. ********************** provides a proper resolution. I also seek answers to the following:**** condensation behind electrical outlets common in D.R. ********************** homes?2.What/who caused the insulation defect?3.Why is the company refusing to repair this issue when it poses a safety hazard?Thank you for your attention.
Business Response
Date: 10/11/2024
We appreciate the customer making us aware of their concern. Due to the impact of Hurricane ****** on the greater ********* area, D.R. ********************** has not been able to bring this matter to its appropriate resolution within the desired timeframe. We appreciate the customers patience during this unprecedented storm and will contact the customer to bring this matter to closure as expeditiously as practical.
Customer Answer
Date: 10/14/2024
Complaint: 22380936

I hope your team is doing well after the Hurricane, and thank you for follow-up. I was contacted by your team stating that they're working on a solution and that it's delayed due to the Hurricane. It's understandable, as it's not an emergency. I just hope there's a solution and a plan to address my concern. I'll follow up when I hear back from your Tampa team.

Regards,

** ******
Business Response
Date: 10/23/2024
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: 11/14/2024
Complaint: 22380936

I am rejecting this response because:

They haven't taken any action to resolve this issue? I haven't been contacted by them yet.

Thank you
Regards,

** ******
Business Response
Date: 11/15/2024
The division customer care team is in communication with the customer and is actively working to schedule an agreeable date to complete all repairs. D.R. ********************** 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.