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

1,083 total complaints in the last 3 years.
240 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:01/17/2025
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.
Closed the house with agreement from Builder to have Final Walk List deficiency items done after closure within 60 days to purchaser satisfaction. Shower door had cracks on it and shower tiles had scratches/defects on it that were marked and shown to the Builder at closing. For 3 months, builder stalled on Final Walk List and then the **** representative (***** ******) opened the door to the house for a shower person to replace shower door, but did not supervise or stay to inspect results. The worker proceeded to remove the shower door and replace it with another defective cracked shower door if replaced at all. The tiles were never addressed. The **** ********************** was never there to inspect the job and make sure it was done correctly. When representative was shown defects same day in writing, he apologized and promised to address and install proper new shower door and fix tiles. 3 months later he was off the job in another market and another representative took over who promised to take care of it but knew nothing of what occurred and proceeded to delay for another 2 months. End result, it has been 9 months now that the house had defective shower door, scratches on tile and the shower door that is not even hinged properly that are yet to have any plan for resolution. Despite having legal agreement that was part of closing documents, **** ********************** is still to do what they agreed to do at the time of purchase. - Shower door needs to be replaced - Scratched shower tile needs to be replaced - Shower door needs to be installed appropriately
Business Response
Date: 01/22/2025
We appreciate the customer making us aware of their concern. D.R. ********************** has resolved all repairs with one exception. Replacement of the glass shower door is in process as it needs to be ordered after the door is measured to ensure a proper fit. D.R. ********************** is committed to ensuring all 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 ********. The business has not yet contacted me to resolve the matter, but it would be acceptable if the shower door replacement is done in a timely manner. The tile and shower door need to be replaced as both were contractual obligations at closing. I will update if the builder does not follow through on their promise. If replacement is done in a timely fashion, this resolution is satisfactory to me.

Regards,

****** ********
Initial Complaint
Date:01/16/2025
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.
Filed a warranty claim for my back door that is rotted through for DR ********************** to replace it on September 22 and here it is now January 16 and still no door. All I keep getting is excuses!
Business Response
Date: 01/22/2025
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and our trade partners to bring this matter to resolution. All work is expected to be completed by January 31, 2025,subject to weather conditions.
Initial Complaint
Date:01/16/2025
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 purchased a new build home from DR ********************** in 9/2023 and was told I have a one year inspection after the first year where DR ********************** will fix and touch up any issues or cosmetic issues. I paid for inspections done in 08/2023 and 9/2024 and provided the reports to DR ********************** for review of what needed to be fixed. The Superintendent did a walk through with me in 9/2024 to go over the items not included on the inspection report. He said those repairs would be scheduled after we did the walk through. We did the walk through noting items that needed to be touched up, repaired, or otherwise addressed. We scheduled dates where there were no shows after they were scheduled and after I had taken time off of work to complete. No call no show appointments for three days. I advised that I was missing work and in a financial hardship as it was so I needed the work scheduled to be completed on those dates. Not all of the work was scheduled and not everything was completed. I called and stated that I would be home for the last two weeks of Dec and going forward, working from home. I received no calls back, no returned texts, and still have not had the work completed nor scheduled. Some of the work done was not done correctly such as the wrong paint being used on the outside of the house after drywall repairs. Now the company claims the work is out of warranty and I am not getting anyone to call me back to schedule the work or finish what they started. I have called the ** line, the Superintendent, and the supervisor who either have full voicemails or have not called me back nor returned text messages.
Business Response
Date: 01/22/2025
We appreciate the customer making us aware of their concern. D.R. ********************** is in communication with the customer and working with our trade partners to ensure all warrantable repairs are appropriately resolved.
Customer Answer
Date: 01/22/2025
Complaint: 22816549

I am rejecting this response because:
Work has not been completed yet. There are items that have not been scheduled or addressed. I will accept and update when all items on inspection and walkthrough have been addressed.

Regards,

**** ******
Business Response
Date: 01/30/2025
D.R. ********************** remains in communication with the customer.All concerns noted on the original complaint have been completed and we are working with the customer to resolve additional concerns. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 01/31/2025
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:01/14/2025
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.
I came home and noticed that the half bathroom had water on the floor. When I looked up at ceiling and the water was coming dripping from the fan. I submitted a request to have DR ********************** to look into the leak on January 3rd and no one has come to the house. Theres been a few emails were a representative has reached out to me and either a plumbing company or another company representative but nothing has been done.
Business Response
Date: 01/24/2025
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and our vendor partner to inspect the customers concern and determine the appropriate next steps. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:01/14/2025
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 defrost board in our HVAC unit went bad and we were told that the builders did not register the unit. We now have to pay out of pocket for a part that should have been registered. If only they had done what responsible builders are supposed to do, we wouldn't have to come out of pocket for something that should be covered under warranty. They are the absolute worst. Cheap materials etc were used to build these homes. Wish I knew better.
Business Response
Date: 01/14/2025
We appreciate the customer making us aware of their concern. The customer originally closed escrow on their home November 18, 2018. Prior to closing, ********** receive guidance that their **** comes with a five-year warranty from the builder and product installer; and the homeowner needs to complete product registration with the product manufacturer to receive additional years from the manufacturer. As the home closed more than five years ago, the **** is no longer under the builders warranty. This matter has been closed.
Initial Complaint
Date:01/13/2025
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 ********************** in December 2023. I was told that the AC/Heating unit was new and the appliances as well.I am following up with complaint ID: ******** which I filed on the same topic.DR ********************** is the builder and should have known that something was wrong with the AC/Heating unit.Since I moved into the house, I had to call for service twice. As of right now no heat is in the home because the technician says the heating pump is bad. The complaint I filed against Florida Breeze complaint ID: ******** who work with DR **********************, they responded with an additional problem.I truly believe that the unit is not new as DR ********************** said and They need to send a specialist and/ or install a new unit. No new AC Unit/Heating unit should have so many problems. It is not even cooling my house properly during the summer.Florida Breeze is denying responsibility.L
Business Response
Date: 01/15/2025
We appreciate the customer making us aware of their concern. The customers home was sold with new **** and new appliances installed. Two **** services were completed at the home. May 8, 2024, a technician found a loose wire and resolved that. The technician determined the **** was running fine at that time. January 8, 2025, another service call was made, and the system was found to be low on refrigerant. No other concerns were noted regarding the customers ****. **** Horton,respectfully, declines the customers request for replacement of the **** and this matter has been closed.
Customer Answer
Date: 01/19/2025
Complaint: 22802271

I am rejecting this response because:

Regards,

***** ******,
IF your unit is new why does the heating pump/refrigerant need to be replaced in 1 year? What is your **/Heating unit made of and why is it different from all others that last for years?
Based on my research the refrigerant should last 10 to 15 years. I lived in a house before for 15 years and never repair anything on my heating unit.
On average, a new **/heating refrigerant can last for about 10 to 15 years14. However, the duration can be influenced by factors such as the ** units quality, usage patterns, maintenance, and any potential leaks1. HV** systems can last for anywhere from 15 to 20 years, maybe even longer.
When to Replace Your Heat Pump (2024 Guide) | ********
Business Response
Date: 01/20/2025
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 01/21/2025
Complaint: 22802271

I am rejecting this response because: I purchased a house from DR ********************** and it is their responsibility to ensure that the appliances and equipment they sold with the house are new and should be responsible for faulty appliance and equipment. I have been having issues with the appliance and equipment since I moved in. I feel like I entered into a transaction the devil and all his demons from h*** DR ********************** is taking no responsibility for the problems with the equipment and appliance they installed in the house.
I believe I should also report this with the **** because somebody need to hold you accountable for the stress and duress you are causing buyers by installing bad appliance and equipment and pass them off as new, thus creating problems for a new home owner.
Imaging within one year of buying your home, it is all problems.
I need BBB advice as what to do next because DR ********************** is hurting people.

Regards,

***** ******
Initial Complaint
Date:01/13/2025
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.
How do I change the lightbulb or lack there of in the light fixture at DR ********************** built home? I am in the gates of ************ and **********, *******. I asked our public group how to do so and somebody has been waiting two weeks to find an answer as they have two lights out. My daughters bedroom light will not turn on and this is unacceptable.
Business Response
Date: 01/22/2025
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and provided guidance on replacing the light.
Initial Complaint
Date:01/13/2025
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.
In September 2024, the dirt and soil was noticed transferring away from rear property lot to the farther perimeter of my property. Upon further investigation by a certified engineer, and county erosion specialist, it was determined that my yard is eroding due to the builders negligence in disturbing unsettled soil during the construction process of the home. The professional who have visited our home to inspect the damage and discuss the remedy include: ******* ******* (Cobb County erosion), ***** ****** (DR ********************** Warranty Manager), A ***** (DR ********************** Warranty), Contracted Landscapers (DR **********************) and **** *** (**** *** Consulting Engineering).We scheduled appointments w/ ***** ****** to begin the remediation, which never followed-through. ***** ****** informed us that although the ********************** employee instructed a retention wall is the remedy that is required to ensure the erosion will be sufficiently addressed. As of January 8, 2025, ***** ****** has rescinded his commitment to remedy this issue. During a phone call, Mr. ****** stated DR ********************** would not enter our property without ********* approval due to a sign placed at the back of my home. This was never communicated with my husband nor I. DR ********************** representatives and contractors have entered onto our property numerous times. HOA confirmed the sign is there so that stabilization isn't disturbed. Since then the sign has been placed, DR ********************** has had their landscapers use bushogs behind that sign in late may early 2024 observed by ********* members , specifically HOA Vice President *******. I called Mr. ****** with a ********* member ******* *****. Mr. ****** would not accept her approval (although she did not need to give approval for anyone to enter my private property), and proceeded to hang up on Ms. ***** and myself. It was clear to me that no approval was ever needed and it was only told to me to delay repairing their issue. Attached, find all documentation pertaining to this complaint.
Business Response
Date: 01/22/2025
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer regarding this matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 01/26/2025
Complaint: 22798400

I am rejecting this response because:
We have been in communication with DR ************************ warranty department. However, they have not resolved the issue.

Regards,

****** *****
Business Response
Date: 02/05/2025
D.R.Horton continues to work with the customer and our landscaping vendor partner to ensure this matter is appropriately resolved.
Customer Answer
Date: 02/05/2025
Complaint: 22798400

I am rejecting this response because the issue still has not been resolved.

Regards,

****** *****
Business Response
Date: 03/19/2025
The division customer care team is in communication with the customer and scheduled repairs to be completed April 6, 2025, consistent with the customers availability. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:01/13/2025
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.
My experience with D.R. ********************** while living at the Villas at ******** has been nothing short of a nightmare. They completely disregarded my concerns and delayed critical repairs, knowing they were selling the property to ******************************. Their lack of accountability left my family in an unsafe situation.The most serious issue was the mold and mildew in my home, which caused severe health problems for both my son and me. We were hospitalized due to the exposure, leaving me with costly medical bills. The issue began with water damage on the bathroom floors that caused them to bubble up, leading to mold exposure. Despite the obvious health risks, the mold was never properly addressed, and I had to move into my mothers cramped one-bedroom apartment with my son. I was still paying rent for an uninhabitable home. The construction process was a disaster. Workers left personal items in the garage, failed to reinstall baseboards after replacing the flooring, and even left a nail sticking out in the middle of the garage. They also dismantled my desk and dumped the pieces in my sons room without reassembling it. When I raised the mold issue, regional manager ***** York dismissed it, claiming, "mold happens in Texas due to the humidity." Repairs were delayed repeatedly, with them falsely claiming I rescheduled appointments. I was never offered temporary housing or compensation for the inconvenience.When I raised the mold issue, regional manager ***** York dismissed it, claiming, "mold happens in Texas due to the humidity." Repairs were delayed repeatedly, with them falsely claiming I rescheduled appointments. I was never offered temporary housing or compensation for the inconvenience.***** York has shown a complete lack of professionalism and management skills. Even after moving out, I have yet to receive a response to my emails about the unfinished repairs. Between hospital bills, financial strain, and stress, this has been an exhausting experience.
Business Response
Date: 01/20/2025
We appreciate the tenant making us aware of their concern. The customers home was sold to a third-party investor while the tenant was living in the home. As part of that sale, the new owner is now responsible to for ensuring all repairs are appropriately resolved. D.R. ********************** has no further responsibility for repairs to the tenants home and we have closed this case.
Customer Answer
Date: 01/26/2025
Complaint: 22797901

I am rejecting this response because:
I am writing in response to D.R. *********************** statement regarding my complaint. While I understand that the property was sold to a third-party investor, the issues I experienced occurred while D.R. ********************** was still responsible for managing the home. The failure to complete necessary repairsincluding those related to mold, flooring, and structural damagehappened under their management, and they failed to address them before the sale.
Additionally, I notified D.R. ********************** multiple times about these issues, yet they failed to take appropriate action. Their lack of response and inaction forced me to vacate the property due to unsafe living conditions. Passing responsibility to a new owner does not absolve D.R. ********************** of their negligence in addressing my concerns while they were still the responsible party.
I request that D.R. ********************** take accountability for their failure to repair my home and fairly address the financial burden and hardship their negligence has caused. Simply stating that the property was sold does not change the fact that they failed to meet their obligations while they were the managing entity.
I appreciate your time in reviewing this matter further. Please let me know the next steps in this process.
Regards,

******** *******
Business Response
Date: 01/27/2025
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Initial Complaint
Date:01/10/2025
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 brand new home from the builder. I paid just under $370,000. I was shopping for a new home and was pulled into the fancy office with **** the manager with *** my realtor. Now looking back I feel like they preyed on my emotions as a newly single mother who just wanted a better life for her kids. They sold me a big dream, saying how Ill profit off of this house like she did. She showed me her big diamond ring she bought herself. They offered me the special dr ********************** financing that was lower than every where else so it seemed like a dream come true. At the closing inspection my realtor followed the inspector around and didnt help me out with examining the house. I learned later she was bought by kickbacks from dr **********************. One of my windows was cracked. After I moved in I noticed the floor is basically contact paper. All the doorknobs broke, the cabinet hinges break weekly. The carpet is coming up. They dont actually fix the nail pops like they claim so it costs you the homeowner. My stair ********* is falling ****** hot water heater stopped working and the warranty number is bogus. I have an electrician here who is replacing my panel and adding a surge protector because the wires were burnt and melted!!!!!!! He said that the inspectors dont inspect that stuff because its not installed at inspection so they SLACK, putting lives at risk. I now need repairs in my brand new home up in the $1000s+I hope **** is enjoying her big diamond and I hope *** is enjoying driving her benz- will be hard with no integrity. At least I have that going for me. There was a house that caught fire, turns out he worked on it and it had the same issue!I am making a documentary about my experience with dr ********************** to showcase their negligence and greed. They also lied to many homeowners about putting trails in, at our first HOA meeting the lawyer said that dr ********************** notoriously does this to everyone. We arent getting trails.
Business Response
Date: 01/17/2025
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. 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.