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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  DR Horton

  4500 S. Lakeshore Drive #601 Tempe, AZ 85282

• 

  D.R. Horton Inc.

  1356 Beverly Road, Ste 300 Mc Lean, VA 22101

• 

  D.R. Horton Custom Homes - Maryland

  15810 Gaither Drive Suite 230 Gaithersburg, MD 20877-1440

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: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.

• Initial Complaint

  Date:02/12/2025

  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 was informed that I would receive a refund check within *********************************************** the amount of $897.29 (even though I paid $1,147.29) back in August 2024. I have reached out to them numerous of times and they always state that they will reach out to someone in the finance team to get an update on my refund then I never hear from anyone again It is now February 11, ************************************************************************** the mail. I have emails between two different leasing agents that have not been of help with this issue

  Business Response

  Date: 03/17/2025

  We appreciate the customer making us aware of their concern. This matter has been resolved with refund being sent to the customer and this case has been closed.

• Initial Complaint

  Date:01/31/2025

  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.

  The handling of my warranty request has been unacceptable. My yard has been collecting water that sits for long periods of time because it dips in areas in the middle. This is a grading issue. This has been an issue since I bought the house. I submitted this in a warranty request before my 1 year warranty period was up. The coordinator at the time put in a work order for the contractor to install a drain. The contractor came and said that the single drain that they install would not fix this issue and suggested a landscaping company. The warranty coordinator visited again and agreed. He told me he called a landscaping company, but they were busy, so that he would contact me when they are available. This was in the May-June of last year.I never heard back from him. I attempted to contact him in the coming months but no response. Eventually, in late November, I reached out to his manager. I called/emailed several times in December, and she said she would "look into it" and talk to the contractor. Never heard back. It wasn't until I sent a screenshot of the warranty document 1.5 months later in late January that she got on the phone with me, saying she "just can't do it" because the previous guy didn't submit a document, and that she would need to see my lawn after 48 hours after the rain has stopped. We have been in a historic dry season in the area for over a month, but we're famous for our persistent rainy season. It can easily be more than another month before a 48 hour break, and we can't predict the weather. This is NOT appropriate.She said the warranty coordinator I worked with left the team. The work of a departing employee should have been transferred to someone else. As a CUSTOMER, there was NO WAY for me to have been responsible for this. If waiting for the weather was the right approach, that should have started two months ago when I first reached out. I am tired of playing games.

  Business Response

  Date: 02/07/2025

  D.R. ********************** appreciates the customer making us aware of her concerns.  Our Warranty Manager reached out to the customer, and the Warranty Manager and our Vice President of Construction are scheduled to meet with the customer at her home this week to observe the area of concern.

• Initial Complaint

  Date:01/30/2025

  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.

  We had a leak in our shower that was due to a faulty shower pipe inside the wall. DR ************************ warranty stated it would be covered for 2 years. We filed a warranty request 1 year 11 months into the warranty. The claim was for restoration due to probable mold and damage to the wall. However it was declined because we had a plumber stop the leak for us and DR ********************** stated the warranty is voided because it was "altered". We read all the fine print and could not find anything that stated we need to call DR ********************** first before having a plumber fix the issue. DR ********************** still wasn't able to respond and visit our house for 2 days, which would have caused more damage. We just want the walls repaired that were damaged by the faulty pipe.

  Business Response

  Date: 02/05/2025

  We appreciate the customer making us aware of their concern. The customers home originally closed escrow December 28, 2022, with no reported leaks during the warranty period (1 year). In response to this complaint, D.R. ********************** visited the customers home and found that the original materials in the shower were replaced after closing. The leak was found to be at the shower arm, one of the materials that was replaced by the customer. As this leak occurred after the warranty period and was attributed to work performed by the customer (or his vendor),D.R. **********************, respectfully, denies the customers request for repair and this case has been closed.

• Initial Complaint

  Date:01/29/2025

  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.

  Hello, I filed a warranty request ticket for repairs of my new home purchased from DR *********************** I filed the warranty request on 4/15/24 before the year one warranty reporting period ended on 4/18/24. I did not receive and still haven't received any notification from DR ********************** or the warranty service, ***. I reached out to them this week to follow up knowing they have many repairs to make, and now they're saying someone tried to schedule an appointment between 4/15/24 and 6/11/24 and there was no response so they closed the ticket and are not going to uphold their end of the warranty. I can prove there was no attempt at communication either via phone, text, or email on any of the dates they mentioned or really any other date. I believe the notes in their system of record were entered unlawfully to simulate a lack of response from me in order to cancel the claim. I am still in contact with them to come and complete the repairs, but am having no luck so far. I have the emails for when I submitted my claim and all other emails regarding the matter as well if needed.Thanks,***** *****

  Business Response

  Date: 02/06/2025

  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. We currently have a workday scheduled for February 25, consistent with the customers availability. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

• Initial Complaint

  Date:01/27/2025

  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. ********************** scheduled to re-revaluate the sill plate air intrusion on my new build home this year on 1-16-2025. They did not show and canceled. I was told they would reschedule on 1-24-2025, if confirmed, no one on the warranty department responded. Last year on 2-27-2024, a warranty *** came out to take temperatures and wrote down that the temps were out of range. It was scheduled for the air leakage to be fixed but they only did my bedrooms. They stated they would not do the rest of the home, as discussed and agreed upon. They then told me, next winter (which is this 2025 year) they would come and re-evaluate the air intrusion.

  Business Response

  Date: 02/04/2025

  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. Our vendor partner is scheduled to complete repairs February 12 and has an a.m.appointment scheduled with the customer.

• Initial Complaint

  Date:01/27/2025

  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.

  **** ******* is the company that DR********************** hired for their new builds. They installed our AC unit. Well we bought this house 2 months ago. Went to turn the heater on finally and the blower is out which again, this is a new build. It is outside the 1 year warranty with DR ********************** but under the 5 year warranty. They came out and said oh yeah guy next door had the same problem and set up. Your blower is out. It will be $450. Well what he didnt say is the blower will continue to go out because we installed the wrong equipment when it was built to support a 3 thermostat house. We had another company come out and got the full report and neglect of **** ******* and right out lying and stealing as they know it wont hold and they will be back to do it again. My neighbor did pay the $500. This is a military Navy Veteran who was taken advantage of. They know why the blower is going out but not not fixing or telling the customer to ensure future work in the future. **** owes us our service fee and to fix our home as well as our neighbor his full refund and fix his home. We live in the ************** community in ************** az

  Business Response

  Date: 01/30/2025

  We appreciate the customer making us aware of their concern. The **** and duct work was inspected, and the blower motor was replaced. This matter was resolved. 

  Customer Answer

  Date: 01/30/2025

  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.  Both organizations involved with us were extremely professional and responded quickly. Was pleased with their communication and follow up. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/24/2025

  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.

  I am writing to file a formal complaint against D.R. ********************** concerning significant misrepresentations and subsequent actions that have adversely affected my experience as a homeowner in their ************* ******************** Details:Purchase Date: September 2024 Property Type: Townhome Issues of Concern:1.Misrepresentation of Community Amenities:During the purchasing process, D.R. ********************** assured us of several amenities, including:Year-round heated pools An adults-only pool A splash pad An elementary school A church Multiple dog parks A lazy river A free lot for trailer parking Since our move-in, every one of these promised amenities has been revoked. This not only diminishes the quality of life we anticipated but also raises concerns about the transparency and integrity of D.R. **********************s sales practices.2.Devaluation of Property Due to ******************* Plans:Our decision to purchase this specific townhome was influenced by its proximity to a proposed church, which would have ensured an unobstructed view and increased privacy. This unique feature led to a competitive bidding process, resulting in us paying above the original list price.However, D.R. ********************** has since canceled plans for both the church and a nearby dog park. Instead, they intend to construct additional townhomes directly behind our property, obstructing our view and potentially decreasing our propertys value and appeal for future resale.Desired Resolution:Restoration of ******************** Plans: Reinstate the initially promised amenities or provide equivalent alternatives that enhance community living.Transparency in Communication: Offer clear and honest communication regarding any future changes to development plans, ensuring homeowners are adequately informed and consulted.Reevaluation of HOA Fees: Adjust HOA fees to reflect the current state of community amenities, ensuring fees are commensurate with provided services

  Business Response

  Date: 01/28/2025

  D.R. ********************** appreciates the customer making us aware of his concerns.  In the interest of providing the best communities for our customers at affordable prices, D.R. ********************** continuously evaluates and updates the layout and amenities of our communities. Our marketing materials for our communities, including ***********, indicate that the communitys map is an artists conception only and is not intended to be an actual depiction of the homes, lots, community amenities, or landscaping which are subject to cancellation, delay or change at any time without notice or obligation.
  
  To address this customers particular concerns, D.R. ********************** sold a parcel of land in the center of his community, *************, to ********** of ***** ****** of Latter-day ****************  How, if, and when this parcel of land is developed is entirely up to the Church, and the customer should reach out to the Church directly for additional information. 
  
  With regard to the proposed elementary school, D.R. ********************** offered land in the community to the ********************************* (District) for purchase and development as a school.  The District chose not to purchase the land.
  
  *********** is an amenity-rich community, which amenities will be developed over years. Within its discretion to change community amenities, D.R. ********************** chose to construct a lap pool instead of an adults only pool, and there currently is a large hot tub available for all residents use.  There are no year-round heated pools, and D.R. ********************** did not market the community as having any such pools.  While there will not be a lazy river, there will be a large splash park, which is anticipated to open early this summer.  There are planned to be at least two dog parks at *********** with the first anticipated to open in a couple of weeks.  D.R. ********************** did not market the community as having permanent, free trailer parking.  While D.R. ********************** allowed free trailer parking temporarily, upon the opening of the permanent location of the trailer parking area, the ********************************** is charging minimal $50 per month fee for storing a trailer at the lot.  Once the permanent parking lot is complete with fencing, the rate will increase to $100 per month,which is below market rate for such storage lots.
  
  D.R. ********************** encourages the customer to visit the *********** sales office often to obtain the most up-to-date information about the community and its amenities. 

  Customer Answer

  Date: 02/02/2025

  Complaint: 22850962
  

  D.R. Horton,
  
  
  Your response is nothing more than a carefully crafted attempt to sidestep responsibility for blatantly misleading homebuyers in the *********** community. Your reliance on fine-print disclaimers does not excuse the fact that your sales team, acting as direct representatives of your company, explicitly promised amenities that you are now conveniently revoking.
  
  
  Lets be very clear: Your sales team did not present these amenities as mere artist renditions or potential plans. They were used as definitive selling points to drive up perceived value and justify higher prices on specific lots, including my own. You created demand based on false promises, engaged in bidding wars under these pretenses, and then turned around and stripped those same features away, leaving homeowners with potential of depreciating property values and a vastly different community than the one they were sold.
  
  
  You claim that the church and school decisions were out of your hands, yet your sales team used them as guarantees to lure in buyers. If you had no control over whether they would actually be built, why were they positioned as certainties during the buying process? This is, by definition, false advertising.
  
  
  Your excuse regarding the pools and other amenities is equally dishonest. You say there were never supposed to be heated pools or a lazy river, yet your sales representatives consistently assured prospective buyers that these would be included. That is not an accident, it is a coordinated sales tactic to inflate interest and home prices under false pretenses.
  
  
  The most insulting part of your response is the suggestion that we should regularly check in at your sales office for the most up-to-date information. The issue isnt a lack of updates the issue is that your company systematically misled buyers and is now trying to gaslight us into believing we misunderstood your very clear promises.
  
  
  Your actions are not just unethical; they may very well be illegal. There is legal precedent that holds companies accountable for the claims made by their sales representatives, regardless of what disclaimers you try to hide behind. Homeowners in this community are actively discussing legal action, and we will continue to expose these deceptive practices to potential buyers, the media, and regulatory bodies.
  
  
  Unless you plan to make this right by honoring the commitments made to your buyers, expect further public and legal scrutiny. We will not be dismissed with a generic corporate statement attempting to rewrite history.

   

  Warmest Regards.

  
  

  Business Response

  Date: 02/03/2025

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

• Initial Complaint

  Date:01/23/2025

  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 purchased a home from DR ********************** on 9/22/2023 and filed a warranty complaints regarding cold air leaking into the microwave not long after. Whenever it was cold and windy we can feel a draft inside the microwave. It has caused our food to not be cooked properly even.DR ********************** sent out one of their workers to take the microwave down and figure out the problem. They were unable to fix or find a issue. They put the microwave back up and closed out my warranty ticket with no **************, as of January 2025 there is even more significant cold air coming into the microwave from the outside (due to extreme cold/wind). I have submitted yet another warranty request (#******* and #*******) and am being told that they "can't find my original warranty request" and that I am outside the 1 year warranty window. The issue seems to be a lack of wall insulation, as I have now checked with a temperature device and noticed the significant temperature differences on the wall, in the microwave, and inside the cabinets. The temp differences have even caused the walls to separate from the countertop and cabinets. We are also experiencing major noise and issues in our master bathroom. That was supposedly fixed, but the issue is still ongoing. I am wanting someone from DR ********************** to take responsibility for the shoddy work that was done on my home - and come fix the issue and not act like nothing is wrong...when clearly there are issues. *** ****** from the local office has emailed me stating they are not going to assist. **** ******* as well. I would prefer if someone higher than a standard Customer Service Coordinator could handle this matter.

  Business Response

  Date: 01/30/2025

  We thank the customer for bringing this concern to our attention. The homes warranty for the concerns mentioned in the complaint has expired. As a courtesy, we are working with our siding vendor to replace the original microwave vent with a different style to minimize cold air returning into the home. The noises in the master bedroom were addressed February 2024. We are having our plumbing vendor partner investigate this matter to verify if any additional work is needed. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved. 

• Initial Complaint

  Date:01/20/2025

  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.

  In my *************************************** **********, ** I have built with seven different builders and have never seen the negligence that DR ********************** has conducted with the Hillcrest community in *******. I currently have a friend who was told their home would be ready in September , which it was. The home was ready yet DR ********************** failed to obtain the proper utility easement to run water to over 40 homes leaving buyers with little to do but scramble to find living arrangements over the holidays costing some thousands of extra dollars. Throughout this process the builder insinuated that buyers would be compensated in some manner for their mistake. Finally the water was rectified on Christmas Eve and this is when DR ********************** rushed all buyers to close ASAP leaving everyone scrambling during the few business days between Christmas and New Years to get moved during one of the most difficult time of year to move. DR ********************** was able to post their home sales in 2024 but their insinuations of compensating buyers disappeared once the closings happened. The thousands extra that had to be paid for renegotiated rental leases and other added expenses were never addressed nor were any upgrades offered which was also insinuated. Not only did my family member spend an excessive amount of money on a month to month lease but the brand new refrigerator is not working correctly and it is not being handled by the builder. I will strongly caution any buyer against DR ********************** in the Charleston market. As an agent, I wish I had known about this before the closing but now that it is closed DR ********************** has even less concern for its customers. There are multiple outstanding issues from the final walkthrough/inspection including a broken truss in the attic and a brand new refrigerator thats not working correctly with no indication of when and if anything will be repaired. Once again, unacceptable and unethical in my opinion.

  Business Response

  Date: 01/22/2025

  We thank the customer for bringing this to our attention.The customers friend is the D.R. ********************** buyer that was affected by the customers concerns. We have reached out to the customer to obtain information as to the specific buyer that was affected. D.R. ********************** will ensure this matter is appropriately resolved. 

  Customer Answer

  Date: 01/22/2025

  Complaint: 22832603
  
  I am rejecting this response because no one has reached out to get DR ********************** customer information but here it is below. Once customer has been contacted and the broken attic truss and refrigerator are fixed as well as the closing delay issues addressed as promised, I will accept the response. Someone has to hold large builders accountable as customers do not realize that the builder by law must deliver a home without a broken roof truss. This is a major issue and the lack of follow through on everything from DR ********************** once they rushed the closing through is unacceptable. 
  

  ***** Byrd 
  **********************;
  *****************
  **************************
  

  Sincerely,
  ***** *******, Broker in Charge 

  Business Response

  Date: 01/23/2025

  Our team in ********** has left multiple voicemails and an email for the customer. In addition, they have spoken with the homeowner and scheduled a meeting consistent with her schedule.The homeowner has also provided an inspectors report for our review prior to that meeting. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved. 

  Customer Answer

  Date: 01/27/2025

  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 given that the unresolved issues are fixed with the brand new home. 
  
  Regards,
  
  ***** *******