BBB Business Review

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This business is not BBB accredited.

D.R. Horton America's Builder

Find a Location

Phone: (817) 390-8200 Fax: (817) 390-1713 View Additional Phone Numbers 301 Commerce St  Ste 500, Fort Worth, TX 76102 http://www.drhorton.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for D.R. Horton America's Builder include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 542 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

542 complaints closed with BBB in last 3 years | 233 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 22
Billing/Collection Issues 3
Delivery Issues 8
Guarantee/Warranty Issues 131
Problems with Product/Service 378
Total Closed Complaints 542

Additional Complaint Information


BBB files indicate that this business has a pattern of complaints concerning Guarantee or Warranty issues and Customer Service issues.

 

Specifically, complainants allege after submitting warranty requests, requests go unanswered and repairs that fall under their warranty go unresolved. Other complainants allege after repairs are made the same issue exists, causing the company to have to make additional attempts on the same repair.Other complainants allege after scheduling appointments for repairs, company representatives do not show up at the scheduled time. Other complainants claim calls to the company representatives are not returned.

 

 D R Horton normally responds to BBB complaints by stating the repairs are completed or by providing dates of when the repairs will be completed. 

BBB sent certified correspondence to the business July 2016 requesting their voluntary cooperation in eliminating the pattern of customer complaints.

On July 20, 2016 the business responded to BBB. The following information was included in the response:

“As we close more homes we may have an overall increase in the number of claims, but I suspect we’ve had a percentage decrease as we continue to strive to provide a quality product to our customers. Finally, with our new warranty reporting system, I believe that our divisions throughout the United States will be able to respond in a more timely manner to our customers.”

 

Customer Reviews Summary Read customer reviews

37 Customer Reviews on D.R. Horton America's Builder
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 35
Total Customer Reviews 37

Additional Information

BBB file opened: January 01, 1981 Business started: 12/20/1991 Business incorporated 12/20/1991 in DE
Type of Entity

Corporation

Contact Information
Customer Contact: Ms. Annette Claxton , Corporate Customer Service Coordinator
Business Category

Home Builders

Alternate Business Names
Continental Homes D.R. Horton - Texas, Ltd. Emerald Homes Express Homes Pacific Ridge Homes Regent Homes
Industry Tips
Home building

Customer Review Rating plus BBB Rating Summary

D.R. Horton America's Builder has received 3.73 out of 5 stars based on 37 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.