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 Find Local Branches.

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D.R. Horton America's Builder has 193 locations, listed below.

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• 

  D.R. Horton America's Builder

  1341 Horton Cir Arlington, TX 76011-4310

• 

  D.R. Horton America's Builder

  13020 State Highway 191 Ste A Midland, TX 79707-1586

• 

  D.R. Horton Inc.

  1356 Beverly Road, Ste 300 Mc Lean, VA 22101

• 

  D R Horton, Inc.

  1081 Whitney Ranch Dr STE 141 Henderson, NV 89014-3074

  
• 

  DR Horton

  4220 Racetrack Rd Saint Johns, FL 32256

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:03/06/2025

  Type:Sales and Advertising 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 purchased a D.R ********************** house and while we are not looking for any settlement, we wish we would have known more about the problems weve experienced to better our home buying experience. The reviews on D.R ********************** homes are highly manipulated by holding the project managers bonuses and pay over your head if you do not give them a five star rating. I think my project manager is a genuinely good guy and talked about his family and hoping to buy a house someday. I do not feel like he was trying to manipulate me, but I definitely felt a responsibility to give him a five star rating to ensure he can provide a good life for his family. My concern is that the vast majority of homebuyers will not give an accurate review because of these incentive based bonuses based solely on five star ratings. More people would be inclined to write truthful reviews if this wasnt held over their head and would potentially change a homebuyers mind or buying process for the biggest purchase of their life.I think their process in obtaining reviews is manipulative and deceptive, and should be discontinued immediately. Previous reviews should also be considered to be removed if they are found to be provided solely based off of these incentives. I know for a fact that most people would not give D.R ********************** a five star rating. My personal rating would have been a three and advised potential buyers of the flaws that weve found during the process. However, we did not want to affect our project managers bonus. Thank you.

  Business Response

  Date: 03/31/2025

  We appreciate the customer making us aware of their concern. The specific experience communicated by the customer has been addressed by the local management team. Additionally, communication has taken place on a broader scale to affirm how customer satisfaction surveys should be presented.

• Initial Complaint

  Date:03/05/2025

  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 lived here 2 months, and the sprinkler system started to leak I called the builder he said call warranty and another dr ********************** said its warranty call the builder you've only been here 2 months . I contacted the warranty **** and filed a claim. The 1st email that I received said we do not warrant frozen lines and sent me a handbook. Never said anything about that. There was a rubber seal coming out of the brass fixture no crack and the only leak was coming where the 2 brass ends met with the seal coming out.. Took the sprinkler people a week to get here still leaking. They came out showed them the rubber they said not sure we can fix this we might have to replace it. Then after 5-10 minutes they knocked and said it was frozen we don't warranty that you will have to pay to fix it. But I noticed that they fixed the rubber seal sounds fishy Sprinkler was covered with a thermal covering and a rock and was shut off. Called warranty, then his boss and was blown off, then his bosses boss no return call. Filed a complaint with customer service no response back

  Business Response

  Date: 03/06/2025

  We appreciate the customer making us aware of their concern. The division customer care team has been in communication with the customer regarding this concern.There is no defect in materials or workmanship with regard to the customers irrigation system. The leak, as noted in the complaint, was caused by freezing weather and is not covered by warranty. It is the homeowners responsibility to protect exterior plumbing from freezing temperatures and for that reason the complaint has been, respectfully, denied and this matter has been closed.

  Customer Answer

  Date: 03/06/2025

  Complaint: 23026935
  
  I am rejecting this response because: The pipes were covered in a thermal wrap and a stone how would my pipe be the only one frozen in the neighborhood? Yes we have a group in this neighborhood and we post everything that is going on. Pictures included where the gap you use low grade workers who has such a bad reputation for their work and yes look them up on yelp. How come your men said it was warranty. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 03/06/2025

  We have reviewed the customers comments, and our original response stands. We have nothing to add.

• Initial Complaint

  Date:03/04/2025

  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.

  From the moment I moved in on June 20, 2024 I had to file a claim because my air conditioning did not cool off my home. We have tried everything to fix the problem, but it has never been resolved and now they are refusing to go any further, so I just wanted to file this in time.

  Business Response

  Date: 03/04/2025

  We appreciate the customer making us aware of their concern. The customer originally closed escrow on the home June 20, 2024, and submitted a warranty request the same day stating that while the top floor of the home was fine, the bottom floor of the home was uncomfortable. The concern was inspected, the *** was replaced, and the concern was resolved. The customer submitted several additional warranty requests during the ensuing weeks, and each were inspected with no repairs identified to be performed. The customer was advised that the **** was installed in compliance with local building regulations and there were no defects in materials nor workmanship.
  
  July 11, 2024, D.R. ********************** engaged an independent energy consultant to inspect the customers home. August 16, 2024, the consultant provided its inspection report which confirmed the **** system was functioning properly and provided suggestions including: 1) provide additional insulation at top plate and ceiling to assist in thermal comfort, 2) customer to use the thermostat air circulation function, 3) customer to utilize blinds/exterior window coverings,and 4) add a transfer grille or jump duct to other bedrooms. It was also recommended for the customer to ensure regular maintenance by replacing filters, checking refrigerant, cleaning outdoor unit, and keeping vents clean.
  
  Upon receipt of the consultants recommendations, D.R. ********************** sent our **** partner to address **** refrigerant and air balancing concerns. This work was completed August 30. At that point only homeowner maintenance was required. As no warrantable work remains, this matter has been closed.

• Initial Complaint

  Date:03/04/2025

  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 a very negative experience with DR *********************** When I closed on my house, I was rushed into the process, and many issues with my home were promised to be addressed after closing, but they were never resolved. The builder was in a hurry and assured me that everything would be fixed during my time in the house, but what Ive encountered has been a nightmare. Many of the promised fixes were not done properly, which led to ongoing problems. Although Ive complained, it seems that nothing is being taken seriously.The behavior of the workers, particularly ***** ******* and others, was very rude. I was always polite and respectful, but I was made to feel as though I was being a burden rather than a customer with valid *********** most recent issue has been with my bathroom. I heard a popping sound, and when I mentioned it, they denied it. They even asked me to record the sound, which I did. When they finally inspected it, they sent an unprofessional and inexperienced worker to fix the bathroom. The worker heated the tiles incorrectly, and when I asked him to fix it, no one was sent to supervise his work. The process took five days and the outcome was disastrous. The tiles were uneven, bulging in some areas, and theres a large crack, which I documented and sent to DR ************************* fix it, they sent someone who just applied caulking and told me they didnt have to do anything else, as though they were doing me a favor. This happened three months after the initial work was done. The gap behind the tiles is too big to be filled with caulking it needs cement. When I spoke with *****, he insisted that silicone was the only solution, which doesnt make sense given the size of the gap. The worker simply added a thin layer of caulk above the old layer and left. My bathroom still isnt fixed, and Ive received no further communication from DR *********************** I need this issue resolved. Its not a minor problem, and Im frustrated that they keep trying to ignore it.

  Business Response

  Date: 03/13/2025

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and has scheduled an inspection for March 26, consistent with the customers availability. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

• Initial Complaint

  Date:03/01/2025

  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 ********************** is failing to uphold their end of the 1 year home warranty given to me when I purchased my home November 21, 2024. My yard was not properly graded or cleaned up after the house was built. The yard continuously floods with several large puddles with even small amounts of rain which can become detrimental to my homes foundation if not fixed . There is trash from the house build in my yard as well as glass from a beer bottle most likely shattered during construction time as we havent spent time out there due to the state of the yard. I have a 5 month old baby and cannot play safely in the yard due to the construction debris, ruts, random holes, trash, and glass in our yard. I submitted a request for this warranty claim on February 5th and February 18th. I was contacted Monday, feb 24 that the landscaping crew would be out to look and fix my yard and 2 other residents yards due to the same issues either Thursday the 27th or today the 28th and nobody showed. I have e-mailed the guy in charge or the warranty claims in my area and he has not returned my emails regarding my yard but did call me last Sunday saying the landscaping company would come this week and we were no showed. He is hard to get a hold off for my self and the other residents. He claims miscommunication between the landscaping company supervisor and himself. The only reason I feel my complaint has had to come to this is due to other homes in the neighborhood having to fight for their yard to be graded and re done correctly since November with lack of response and quality of work from DR *********************** landscaping business they contract.On Feb 17 I also submitted a warranty request for my roof as their is a gap between the Soffit and shingles which can lead to water damage if not corrected as well as several nails poorly installed and no longer properly secured to my roof which could also lead to later damage and have not heard anything except a confirmation that my claim was received and an apology

  Business Response

  Date: 04/01/2025

  We appreciate the customer making us aware of their concern. The division customer care team has completed all warrantable repairs, and this matter has been closed.

• Initial Complaint

  Date:02/28/2025

  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.

  Our pluming was not installed correctly per ***************** secured. Causing leak that saturated front bedroom. Guest bath. Walls. Trim. Baseboard. Custom wood flooring in hall that may be removed today. Also. Area in other bedroom by bath but not as bad. City would not cut water to house off it was snowing and very freezing. It would damage other pipes we had to leave dripping cut off valve they claim worked did not. If that's what it is. I'm thru talking to deaf ears. Law suit. I fell helping my husband clean water for 3 days. Hurt my ribs. Have not been to *** I am a 40 year RN retired. But will go if does not ease up

  Business Response

  Date: 03/24/2025

  We appreciate the customer making us aware of their concern. The home originally closed escrow 10/25/2018. Toilet supply lines are covered by D.R. *********************** 10-year limited warranty only during the first year of home ownership. The customer submitted a warranty request 2/21/2025 for a plumbing leak. As a courtesy, D.R. ********************** inspected the leak and found the customer had hired a plumber who had tightened the s**** fitting to the toilet supply line. D.R. *********************** technician showed the customer how the supply line stops work and found they were properly working at that time. As there is no warrantable repair to be made, D.R. **********************, respectfully, denies the customers request for repair.

• Initial Complaint

  Date:02/28/2025

  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 went through the warranty packet as attached below and no where does it say anything about paint not being covered it says instead Touch up paint to match as close as possible, one time only. It does not state anything about changing specific paint color. The drywall repairs were not because of paint they were because of a covered loss by DR ********************** per their warranty coverage of one year. Our issue is the amount of repairs on our ceilings especially and some walls is overwhelmingly huge areas and furthermore we certainly would not have had these issues of our paint being messed up if the drywall repairs werent needing to be done due to nail pops, cracks, and sagging drywall. With DR ********************** assuming liability to correct the drywall issues and their workers came in to correct the issues we should be made back whole to our home as it was prior to the repairs being done. That is truly what is fair. Now above that we did change the paint color and we would gladly supply the paint to correct the drywall repairs done by DR ********************** but the labor for it should be provided by you guys to correct and put us back as we were before the repairs its what is right and do our one time touch up!

  Business Response

  Date: 03/13/2025

  We appreciate the customer making us aware of their concern. All warrantable repairs that were requested were completed. The customer was advised that because they painted the home after closing, the warranty for touch-up painting is void. **** Horton,respectfully, denies the customers request for painting service.

  Customer Answer

  Date: 03/13/2025

  Complaint: 23003488
  
  I am rejecting this response because:

  DR ********************** is not adhering to their One Year Warranty which clearly states I as a DR ********************** homeowner am fully entitled to a one time touch up after they completed their drywall repairs as clearly stated in the Warranty please see attached. NO WHERE does it state anything having to do with paint color the only thing not covered is wall paper covering per DR **********************s warranty which again this is not the case it is simply PAINT TOUCH **** I am not asking DR ********************** to supply the paint furthermore I have willingly said I am happy to meet in the middle to correct the job they had to do to fix the drywall repairs. I am simply asking them to finish their job after they came in and destroyed my home with work they had to complete that was covered under warranty which they assumed responsibility the minute they did the job. Employees that work for DR ********************** such as Mr. *** ******* do not get to say what is covered under DR **********************s warranty. I advise DR ********************** and their respective associate to please do the right thing and finish the job of said paint touch *** at my home amicably before I need to seek legal counsel for damages incurred from DR ********************** not backing up the one year warranty. 

  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  The *** Warranty section II.E.15 is the reference for why the paint is no longer covered by the warranty. As the homeowner painted the home after closing, D.R. ********************** no longer warrants the painting.

  Customer Answer

  Date: 03/14/2025

  Complaint: 23003488
  
  I am rejecting this response because:

  As per DR *********************** one year warranty the one year warranty states touch up paint to match as closely as possible one time only under section 4 of interior of drywall repairs. Which is what was done drywall repairs not painting repairs lets be very clear here.

  DR ********************** caused damage to more than 75% of walls inside my home. DR ********************** assumed liability and repaired the damaged and defective drywall. DR ********************** is responsible for putting me back to how I was prior to them fixing their mistakes. Any court would love to hear this in trial. DR ********************** assumed liability when they came and repaired their mistakes it is only right they finish the job and the fact that you are fighting that is absolutely ridiculous. Think about the fine line here damages were caused to the homeowners home by your employees and the homeowner is simply asking you to make them whole how they were before damages were caused and is offering to help make the repair complete remember the paint is not what caused the damages it was your faulty drywall. Please just confirm you dont want to meet in the middle and finish the job that DR ********************** fixed but didnt finish so I can simply proceed with filing a lawsuit and you can then hear from my attorney and you will be responsible for my attorneys fees, damages, and loss of use as I have tried to resolve this amicably and fairly. 

  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  We have reviewed the customers comments, and our original response stands. We have nothing to add.

  Customer Answer

  Date: 03/14/2025

  Complaint: 23003488
  
  I am rejecting this response because:
  
  

  The last message the business is referring to is a limited warranty for adding other structures to the home that does not include paint please see attached document. Furthermore it also does not include touch *** for damages that were caused by DR ********************** on COVERED LOSSES by the one year warranty such as drywall repairs. This is unethical for a company that prides themselves as being a trustworthy company. 
  

  If you do not wish to resolve amicably and do what is right for all parties involved and try come to the best solution which is DR ********************** sends the painter to finish the touch *** on the drywall repairs they fixed and I will pay for the paint then please in this message send the address and person to contact for DR **********************s legal department whom deals with this type of matter so my attorney will know who to contact. I truly thank you again for your time and was looking forward to resolving this at this level. 

  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  We have reviewed the customers comments, and our original response stands. We have nothing to add.

  Customer Answer

  Date: 03/14/2025

  Complaint: 23003488
  
  I am rejecting this response because:

   

  I still did not receive the information for your legal department please provide. I also am adding the document that states the warranty CANNOT be altered without being in writing and signed by me the builder and an administrator further validating our request for DR ********************** to finish the repairs they already started. 

  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  The customer may contact the ******************************************** at ****************************************************************** or via mail at ***************************************************************************.

• Initial Complaint

  Date:02/27/2025

  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 originally filed a complaint with my insurance company in December 30th 2024 after a tornado, that ravaged my yard and separated the dirt alongside my retainer wall causing a 2 feet deep hole, which ran into my garden and my yard. Anytime it rains, it separates even more, leaving my yard and patio with gobs of dirt. I called DR *********************** *** and my insurance company and have not heard back after inspection on 1/31/25. On 2/15, another storm hit the ******** area and I was contacted by neighbor to tell me I had a 3X3 foot deep sinkhole in my yard and to be careful as the ground appears to be sinking. He said he saw it after the storm date and it wasnt there before. This whole is traveling under my fence also and there appears to be soft areas in my yard. I believe the house is sitting on a sinkhole and I am fearful for my life at this time.I have sent numerous emails, at least 15 to DR ********************** owners and administrative department and I sent them pictures. They keep promising to call in which they never do. I will be speaking to a class action lawyer on 2/28 to bring attention to my issue, however I need them to contact me and address my many issues I have with this home. I have 2 insurance companies who keep denying claims and blaming DR ********************** for defective services and says I should follow up with them.I have attached pictures for review.

  Business Response

  Date: 03/26/2025

  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. The work is currently scheduled to be completed by end of day March 28, 2025.

  Customer Answer

  Date: 03/26/2025

  Complaint: 22999591
  
  I am rejecting this response because:

   

  Complaint: 22999591
  
  I am rejecting this response because: There is more than one problem. One issue is an irrigation issue that is causing sinkhole and the other issue is my house was built on sand however is creating sinkholes. I also attached those pictures. They called it erosion, however the home is only 3 1/2 years old and my yard should not have sinkholes and built on sand. Everything it rains, it gets larger. I have reached out to many erosion experts and they have all said it's the worst building they have ever seen. 
  I was also contacted by ****** requesting a story and pictures as they have several complaints as well.
  
  Regards,
  
  *********************
  
  Regards,
  
  ****** ****

  Business Response

  Date: 03/28/2025

  All warrantable repairs were completed at the customers home March 27, 2025. This case has been closed.

  Customer Answer

  Date: 03/28/2025

  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:02/26/2025

  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 am writing concerning outstanding warranty requests, abandoned tickets, trade professionals who have incomplete and abandoned work. Please note I have tried to resolve this challenge locally with multiple professionals. I have dozens of text messages, phone call logs, emails, and reports. I was told many of these items would be fixed, and they were never fixed or started to get fixed but never finished. Summary below; detailed letter attached.1..The tile, grout, and associated challenges need to be addressed on the floors and bathrooms. The two bathrooms have been completely inoperable for months due to missing tiles. Tile is cracked, slanted, damaged, and missing. Grout continuously peels. The first attempt at repair was not done correctly after several no shows, late arrivals, and constant cancelled appointments. I have fallen multiple times. Moisture all over.2. The A/C has had to be repaired multiple times during the building process and shortly thereafter. There are missing the A/C vents that were never installed per blueprint - please install the missing vents per plans.3. Framing issues. This has resulted in dips throughout the home, excessive squeakiness, and safety hazards. D.R. ********************** agreed to fix, told me the name of the subcontractor, and then one subcontractor came - but said he needed to send another crew. That crew never ************** and s**** caps: Several of the windows did not work before closing. They fixed most of the windows, however one window still self- closes. S**** caps never installed on windows.5..Structural Concerns and Blueprint discrepancies: Several issues in the home that were not built according to the blueprint and structural issues.6. Drywall damage and cracks throughout home: Several corner drywall finishes continue to come off loose.7. The carpet was laid too short during the building process - see through to the floor We were told the carpet would be fixed. Attached: reports, emails.. More available.

  Business Response

  Date: 03/05/2025

  We appreciate the customer making us aware of their concern. The division customer care team and our vendor partner have reached out to the customer to schedule a site visit to validate the scope of work that is being requested. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

  Customer Answer

  Date: 03/11/2025

  Complaint: 22935250

  Thank you for your response, DR ******************************** am rejecting this response because I am not ready to close the complaint because we haven't met yet, nor have we made a solution. I have responded to the ********************************** Manager with my availability. After we come to decisions regarding the scope of work and the work is complete, I will accept.

  Please note the following for full visibility:

  1. I have met with many DR ********************** Professionals previously - most of whom said they would address the issues, and for a variety of reasons, the work still isn't done. We've scheduled several walks, inspections, and created many lists of "to dos" with members of both Construction and Warranty. Then, I was told these items would not be addressed. It is very troubling.

  For your context, in some cases,  vendors did not show up, and in other cases, agreements made by either Construction or Warranty were made were not honored. I have also met with vendors previously - some of whom agreed to return and never returned. Others started the work and did not finish it properly. For example:

  - I have 2 bathrooms with missing tile and 2 other bathrooms with *****/crooked tile with grout peeling off still. I am tripping on tile in certain parts of the house, leading to safety hazards and unsightly tile. Note - my other DR ********************** home did not have these tile issues, I have never seen tile like this before.

  - I have a framer who who was supposed to send two crews but only sent one man who said the second crew could come but never arrived.

  - Some vendors left the house in disarray and one vendor professional did not speak English so we had to reschedule.

  - Some work was never complete due to the resignation and/or termination of the previous 2 warranty technicians. In other words, he mentioned the vendors were scheduled but then left the company, and the new technician said all of the tickets were closed - some prematurely.

  Dr ********************** Executives, please note I have worked with 2 Warranty Customer Managers, 3 Warranty Technicians, at least 3 superintendents, 1 Construction Area Manager, and a Sales *** who is no longer there. Thus, collectively, I have worked with at least 10 DR ********************** individuals who have seen these issues. It feels like each time I am starting over. This is my second DR ********************** house and I was told that with the new changes, items would be handled more efficiently.

  2.I have provided multiple 3rd party inspections - at least 5- documenting these issues (multiple inspectors, structural engineering report, tile expert etc.) - I have also provided documentation that substantiates my concerns and questions. I have pages of documentation.

  Therefore, until the repairs or replacements are made, it is difficult for me to consider this case is closed. However, I sincerely appreciate that we are meeting to discuss next steps and hope that we can move forward.

  I hope you have a good week. Thank you.

  Regards,
  ******

  Business Response

  Date: 03/13/2025

  The ************************************ ************ is in contact with the customer and have agreed to the scope of work to be completed. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

  Customer Answer

  Date: 03/17/2025

  Complaint: 22935250
  

  Hi ** Horton,

  Thank you for this response. 

  At present, I am rejecting this response because:

  1. To date, we have 1 vendor scheduled (framers on Wednesday). Thank you for that. 

  2. The Customer Service Manager sent a message to another vendor (tile). Thank you. Note I have questions about the scope of work, which I sent and look forward to hearing back form.

  3. However, I haven't heard from the any of other vendors we discussed in person. I haven't received a phone call or email from any other vendor that was agreed upon in our discussion (HVAC vents, windows and s**** caps, carpet, drywall, the door issue, fractures/cracks, etc etc). I look forward to receiving that information.

  If it's easier for the company, I would be happy to schedule the vendors myself but I don't have the vendors' contact information or names with the exception of tile (Ally) and framers (Shellforce, who contacted me immediately)  so I am unable to schedule. Note that we've taken several weeks off of work before to deal with no shows or vendors with inaccurate scopes of work so I'm humbly asking to prevent this.

  As soon as I receive the contact confirmation from these vendors and the work is completed, I would be happy to accept this. I appreciate your assistance in this matter. Thank you and have a pleasant day.

  With gratitude,

  ****** Sukran

  Business Response

  Date: 03/25/2025

  D.R. ********************** is working with the customer to ensure all warrantable repairs are appropriately resolved.

• Initial Complaint

  Date:02/24/2025

  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 ********************** was contacted on November 18, *********************************** my house. A warranty ticket was submitted on the bathroom tub upstairs on the second floor for leakage around the drain, wall separation and 2 areas of noticeable wall damage. *** ****** responded back to me and stated the following 1. My request was not under warranty and 2. The request was just maintenance that falls under caulking. I requested a second opinion and **** a service coordinator came out and took one look at the tub and stated the same thing and left. I disagree with both findings because the tub is: 1. Separating from the wall 2. Because of the separation and spacing it causes a build up of mildew that has to be scrubbed all the time 3. Water and bubbles can be seen coming from the drain itself which should not be occurring. 4. Not to mention the developing hole and peeling above the shower. A standard shower unit in a newly built home under warranty or not under warranty should not be having these kind of issues this early on and the home owner should not be responsible for the cost because it should have been installed correctly the first time. D.R. ********************** should be ashamed for wanting us to fix this mishap. This tub is leaking, separating, has a disgusting black build up behind the walls of the unit when cleaned and scrubbed is visible to the eye and very nauseating (I have to clean it with gloves on). I have two grand kids in the home and should not have to subject them to this kind of grime and s*** during bath time.

  Business Response

  Date: 03/13/2025

  We appreciate the customer making us aware of their concern. D.R. ********************** met with the customer November 21, 2024, to inspect this matter. At that time, it was communicated to the homeowner that the concern is not a warrantable matter as the home originally closed escrow March 24, 2023, and the warranty had expired more than seven months prior. D.R. ********************** explained that the area should be caulked, and the customers husband agreed to perform the required maintenance. **** **********************, respectfully, denies the customers request for repair and we have closed this matter.