Business Profile

Home Builders

D.R. Horton America's Builder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Builders.

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

1,062 total complaints in the last 3 years.
236 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/06/2022
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.
We purchased our home from DR ********************** in the Dec of 2020. We paid for them to install landscaping including sprinkler systems. During summer of 2021 it became apparent they did not include enough sprinkers. We tried all summer to work with DR ********************** and the landscapers. Our grass was nearly completely dead from not receiving water to all areas. We worked with them until October of 2021 until they told us they would not do anything further. This is terrible customer service and business practice. After watering by hand all summer of 2022 we felt this was our only option. After going on vacation our yard is again dead. It is clear to see which parts of our yard do not have sufficient coverage by the sprinkler system. I wish I had sought legal ramifications last year. My advice to future purchasers is to not allow DR ******* to escape their contractual obligations as I did. I understand that we are outside of our warranty term but this has really been a terrible and unacceptable situation.
Business Response
Date: 09/06/2022
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 by our landscaper for September 9.
Customer Answer
Date: 09/13/2022
Complaint: 17918133

DR horton did come out on the 9th to inspect our sprinkler system. They did acknowledge that the coverage was inadequate as well as discovered issues with our water pressure. They sent a plumber on 9/13 to adress the pressure issues. The sprinkler coverage is still inadequate and has not yet been addressed.

Regards,

*******************
Business Response
Date: 09/14/2022
Our landscape vendor partner has called for locates and will reconfigure the irrigation to provide proper coverage. After the irrigation layout is modified, affected areas of sod will be replaced. This plan has been communicated to the customer.
Customer Answer
Date: 09/20/2022
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. Thank you and DR ********************** for assisting to finally resolve this warranty claim.

Regards,

*******************
Initial Complaint
Date:09/02/2022
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.
8/26/22 Found water in the garage and inside of the interior walls, where there aren't any water pipes. After a long process, it was discovered that someone shot a nail through the condensation drain line for the ** unit when they were hanging the siding. This problem has been occurring over time and just showed itself recently. I alerted DR ********************** and all related warranty departments of the issue. Each one just stated the standard "outside of the 1 year warranty". This is inexcusable since there is no way we would have known that this was an issue since it was hidden and built up over time. Shameful explanation and shameful work.
Business Response
Date: 09/07/2022
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.
Initial Complaint
Date:09/02/2022
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.
My husband and I began looking to purchase a D.R. Horton home Late October. From the beginning, our lot size was mispresented by ALL parties (the sales representative (on the day we entered into a contract (11/10/2021) We have proof) and Two different Project managers. It was not until a week after closing when we attempted to have a privacy fence put up were we told by the fencing company that our lot ended significantly closer to our home than D.R. Horton had represented to us. The silt fence was represented as the boundary for our lot line. After entering a contract, we were still told by both project managers that the silt fence represented our lot boundary. We inquired about a privacy fence before and after the contract and was consistently told that we would be able to fence a few inches beyond the silt fence. And to add insult to injury during final grading, not only did they run sod to the silt fence line but also irrigation. Which further led us to believe that this was our property line on the day of closing (3/16/2022). When we approached D.R. HORTON and the project manager, no one attempted to help us with this matter. We exhausted all of our resources trying to seek resolution with the builder. Months later, our final resolution from D.R. HORTON was described as a basic human error and we were advised to seek resolution through the developer. However, my husband and I acquired and signed off on this property under false pretenses. From us being shown this property during the contractual process, construction phase, and final walk through on closing day the misrepresentation continued. This misrepresentation was unethical business practices, and we were swindled into purchasing this property. Our offer and purchase price ($505,525.00) for this property was based on a lie.
Business Response
Date: 09/07/2022
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.
Initial Complaint
Date:09/01/2022
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.
My husband, *****************************, and I purchased a new construction home through D R Horton Homes on 6/23/2021, whereas we had a one year warranty. An in-person 11-month warranty review was completed on 5/09/2022 by ***************************. He provided a list of appointments for all scheduled warranty repairs. Atlanta Flooring was scheduled to complete repairs at our home on 6/07/22. There are gaps in the hardwood flooring in two rooms, loose carpet and weak flooring on the stairs and weak, squeaking flooring in one room. We have made numerous requests to D R Horton via website warranty portal and communication with ******************. ****************** only informed me that their company has paid ******* Flooring for the services and that he has emailed them a few times. As of 8/31/22, ******* Flooring has still not contacted us nor completed the scheduled work to repair our flooring. I am including screenshots of communication to and from D R Horton regarding multiple requests for warranty repairs to be completed. Atlanta Flooring and D R Horton Homes company have not followed through on completing the requested/required work.
Business Response
Date: 09/08/2022
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer. Our flooring vendor partner has scheduled an appointment with the customer for 9/3.
Customer Answer
Date: 09/15/2022
Complaint: ********

I am rejecting this response because:
In reference to the claim number ********, this issue has not been resolved. The ************************ sent a representative to my home on Tuesday 9/13/2022 to inspect the issues. The tech stated someone would be in touch with me to schedule an appointment to fix the issues. I have not heard anything more from Atlanta Flooring as of today 9/15/2022.

Regards,

*****************************
Business Response
Date: 09/15/2022
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.
Business Response
Date: 09/23/2022
The customer may reach out to Atlanta Flooring directly regarding their appointment with her. At the same time we will reach out to the company to ensure this concern is resolved.
Customer Answer
Date: 09/27/2022
Better Business Bureau:

You may close this claim for D.R. Horton.

Regards,

*****************************
Initial Complaint
Date:09/01/2022
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've been working with D.R. Horton in ******* regarding the warranty on my home. The entire process has been unprofessional and the company has not adhered to standard business practices at all. I would like to first address the poor quality of and lack of communication via phone and email. The Rep I have been working with has no ability to or refuses to properly schedule repairs with me and clearly communicate. She neglected to communicate with me for over two weeks despite reaching out by phone and email. After sending an email asking to speak with her supervisor she finally answered the phone when I called her. During the two weeks she was not communicating with me she had contractors coming to my home at random times, unscheduled while I wasn't home. She also said that she had an inspection done on part of my home completely unscheduled, while I wasn't present, without my permission. After speaking to the supervisor and voicing our concerns and issues they assured us they would get it together. I then received another communication Friday evening from the rep over a week later apologizing. The email she sent was all over the place, unprofessional, and horribly formatted. Attached was a PDF file which was a scan of several work orders she had issued which had work scheduled to be done on our house with less than a week's times notice. She gave us two business days notice and scheduled the work to be done without ever confirming the times with me. It takes less than 5 minutes to give someone a call and confirm the times with them or leave a voicemail asking to get in touch to discuss the scheduled times. The emails I'm receiving from D.R. Horton read more like personal communications and not anything like professional business communications. This low level of customer service and utter lack of communication skills is absolutely appalling and never have I ever received such a terrible quality of service from any company in my entire lifetime of doing business.
Business Response
Date: 09/09/2022
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.
Initial Complaint
Date:09/01/2022
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.
**************** home builders, build my home in 2014 and I am having an issue with my rear door the back porch was not covered and I constantly have water damage and the door frame outside is rottening, and baseboard and door casing on the interior is damage also, water is entering inside, all the neighbors in the community have this issue
Business Response
Date: 09/08/2022
We appreciate the customer making us aware of their concern. The division customer care team was in communication and advised that the requested repairs out outside of the current warranty and have been, respectfully, denied.
Initial Complaint
Date:08/31/2022
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 purchased upgraded landscaping from Dr. ********************** to include additional palm trees. Southern Scapes LLC planted palm trees on my property before closing. The trees had no fronds. Come spring, trees started falling over and never did anything. They were waters per recommendations. No one wants to fix the issue and everyone wants to give me an attitude. Dr. ********************** north ******* is a garbage company.
Business Response
Date: 09/07/2022
We appreciate the customer making us aware of his concern. The division customer care team and our landscaping vendor have been in communication with the customer and explained that his landscaping concern is not covered by the D.R. Horton warranty and we, respectfully,decline his request to replace the trees.
Customer Answer
Date: 09/07/2022
Complaint: 17807064

I am rejecting this response because:I have witnessed D.R. Horton firsthand planting dead landscaping in an effort to get a house to close and then their claim to push it off onto warranty. I have recordings of Customer Care personnel on my property confirming this stating that the builder will rush to close and then throw all of their problems onto warranty.I paid for these trees as part of upgraded landscaping in my contract. These trees were planted in December in the Winter and I was told that they wont start to grow until the spring long after D.R. Horton no longer covers them.
Regards,

*************************************
Business Response
Date: 09/15/2022
We have reviewed the customers comments. Consistent with our previous conversations with the customer we, respectfully, decline the request.
Customer Answer
Date: 09/15/2022
Complaint: 17807064

I am rejecting this response because i remain consistent with my protest i lieu of any new response from the business

Regards,

*************************************
Initial Complaint
Date:08/31/2022
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 signed a contract for the house in October 2021. Since that time I have been given no information on closing date, and this has cost me thousands of dollars as I have moved across country thinking my house would be completed and it was in fact nowhere near completion. When I signed for the house I was told it would be completed in March 2022, before I moved out they locked in my interest rate and said it would be completed by August 2022, and here we are almost in September with no closing date or information really. Meanwhile I am stuck in month to month housing having to pay premium for short term housing because of their incompetence. Furthermore, I was told DR ********************** would cover my rate lock fee due to their construction delays, but I recently got an email from their mortage company asking me to cover it and sign for it with a very vague "we'll addend it later" promise. I have reached out to their corporate office for the past month and a half, and as of writing NO ONE has contacted me despite my multiple requests. I am looking for them to finish my house, as I beleive they are taking their times in hopes to get me off it in order to sell it for more, and for them to contact me so I can discuss the above issues as well as a few others that I have.
Business Response
Date: 09/07/2022
We appreciate the customer making us aware of their concern. The customer has been contacted several times by various members of management including meeting on-site. While we cannot guarantee a closing date, due to current uncertainty over availability of labor and materials, we have communicated the concessions we will provide the customer as a courtesy.
Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new home from DR ********************** in July of 2022. I was supposed to move into the home on July 2nd but was unable to due to the **** system was broken and flooded my floors and the home would not cool. I had to spend the first 3 nights in a hotel. Beyond that the guest bathroom floor has a large bubble, the vents were not installed properly which caused them to rattle every time the air came on it was once fixed (they put a cheap completely wrong sized air filter in and advised me to buy a new one quickly), downspouts were put so low the sod was embedded in them, there is a different colored paint splashed on the siding on one side of the home, I did not have hot water for the first 2 months I have lived there (plumber came once but did not fix had to be called again), kitchen faucet leaked (plumber came - turned it on and turned it side to side and said it was fine) had to pay to have a plumber come fix it - found a piece was actually missing. I should have known better - I did an initial walk through - a notebook (belonged to the project mgr) on the island that had a lot # at the top (not mine but same subdivision) that said "This house is F****D" with the list of issues under it - not the best selling point. My concrete is breaking off in pieces in the driveway - this was denied without anyone coming out to look at it. The concrete in front of the door collects water everyday it rains so I can't use it unless it's a dry day - I put in a warrant request for that over a week ago with no response.I filled out the survey and asked to be called which I was promptly and I was assured that my issues - including the concrete would be fixed - he stated that No, I should NOT have water collecting there - and he would personally follow up - that lasted only for that call. No more help from him but that is basically par for the course with this company unfortunately. I would like my concrete issues corrected.
Business Response
Date: 09/01/2022
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.
Initial Complaint
Date:08/30/2022
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.
Where to begin, Ill start with DO NOT buy a home from DR *********************** Our journey started end of February with a closing date of End of April. We didnt move in till July 4th weekend 2022. We almost didnt move in at all we were smart enough to get a 3rd party inspectors that brought major structural issues to our attention. The sales **** left a LOT to be desired as well as the financing process. We have been in house two months and still have issues including poor work from painters who splattered trim paint all over our back patio, weather stripping that was falling off on the back door, trim missing in the kitchen, and lock cylinders that are missing. We have been over the top patient with the superintendent but enough is enough. Now I find he has blocked me from calling him. REAL professionals. DR ********************** has made our first time home owner experience awful. From unprofessional employees to ********************** from their trades I want these issues I resolved!
Business Response
Date: 08/31/2022
We appreciate the customer making us aware of their concern. A division representative has reached out to the customer to assist with the matter.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

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