ComplaintsforPulte Group

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Initial Complaint
03/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Since buying the home in 2/2023, several drainage issues have been reported. None have been addressed and when done so have caused more issues. Even today, the builder did some landscaping work and buried the sprinkler heads and made the flooding issues worse. This is a long standing issue with Pulte as I have worked and conceded in many issues including bad electrical wiring in my garage . The builder has promised to fix the drainage and irrigation issues but has failed to address it and does not communicate the plan or verify work completed. Despite many attempts through email and phone calls, Pulte has been unresponsive and unable to provide an course of action
Business response
04/03/2024
To whom it may concern,
In regards to the home the following Actions have been taken. Meeting was had with Management and the home owner on March 13th 2024 to evaluate his drainage concerns. We discussed the course of actions that would take place in response to his claims, and he was in agreeance to the landscaping adjustments. Repairs to the lot drainage started on 3/29/2024. A sprinkler head was inadvertently covered by a new piece of sod, the home owner let us know and we returned to fix. Repairs to his lot drainage in the backyard and sprinkler head were completed on 4/1/2024. A subsequest landscaping drain will be added to his side yard. The home owner has been communicated with via email from the Pulte team in response to his concerns. The home owner referenced electrical wiring in the garage, the home owner had installed a garage door opener through a third party that was not included in the purchase price or contract of the home. In accordance with our National Warranty Section 4.4 ************ Warranty excludes any loss or damage which is not a Covered Defect,including: Any defect caused by, or resulting from, materials or work supplied by someone other than the Builder or its agents or subcontractors.
We could not uphold warranty on the garage opener wiring as it was not supplied or installed by Pulte.
Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Home was never completed by builder. Was strung along by the various vendors. Net result is many outstanding documented issues with the house were never completed. 1. Exterior Stucco - Repaired multiple times but never completed. Exterior stucco still needs to be repainted 2. Interior Paint - Never completed interior paint repair to water damage 3. Stove - Received $8,000 range dented. Builder was to repair. Part was received but never installed 4. Sliding glass doors - Have never functioned correctly. Paid over $10,000 for the option. Was told by builder on final walk through that the foundation would expand and contract over next 2-3 years so may have some shifting. 1 of sliding glass doors very difficult to open during warmer months. Tracks for all sliding glass doors immediately warped the first year doing summer. Was told this is normal. These materials appear to not be suitable for ********* climate. Other neighbors with sliding glass doors that receive sunlight all day also warped.5. Primary bedroom door - repaired multiple times, still does not function correctly. Unable to lock door ********* - received dented, was never repaired 7. Cracks throughout house interior - Repaired multiple times, however the cracks continue to return
Business response
03/29/2024
3/29/23 Phone- I left voicemail for homeowner to call me back to discuss Per our notes in the system we reached out to homeowner to advise. We sent email to homeowner on 11/1/23 to advise thye are no longer in warranty for items submitted. We will wait for the call back from homeowner to further discuss items in detail.
Sent: Wednesday, November 1, 2023 1:42 PM
To: ********* ************* <********************************************************************>; *****************
Subject: RE: Work Order: DT1459320-002 / Lot *****: *********************** / Primary Contact: **********************
Good afternoon ************,
I have reviewed all of your service requests and all of your requested items fall within the 1 year Pulte Limited Warranty of Workmanship & Materials. Your home is 3 years and 30 days old from the close of escrow date of 10/2/2020 and is out of warranty for these items. I recommend using a contractor of your choice for service. Thank you for understanding.
Customer response
03/29/2024

Complaint: 21489523

I am rejecting this response because:
The repairs were brought to Pulte's attention during the warranty period, as proof the work was started by Pulte but never completed. Dated photos verify this and can be provided.

Sincerely,

*********************
Business response
04/09/2024
********* Division ************* Manager, ******* reached out to this homeowner to follow up. He left a voicemail regarding the concerns outlined in the BBB case. He also requested documentation of supporting information regarding the outstanding service requests.

The ********* Process Improvement Manager has also reached out directly to the homeowner and left a voicemail. Pending homeowner response.
Customer response
04/15/2024

Complaint: 21489523

I am rejecting this response because:
Although a representative has contacted me, we have yet to resolve these outstanding issues. I will send over the information requested by the representative this week and await next steps.

Sincerely,

*********************
Initial Complaint
03/23/2024
Complaint Type:
Order Issues
Status:
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.
I closed on my new home in September of 2021 in Manatee cove in ****** *******. At the time of signing my contract i was advised by pulte representative **** that all homes were going to be elevated above the *** and that we would have no flood insurance required going forward. Pulte was notified before construction from the county that the *** was changing to 8 feet. Fast forward to 02/2024 I am now in a flood zone because Pulte did not act on the information they received from the county. This is very misleading and the sales person should have not promised this false information to get sales. Pulte now hides behind there contract stating this have no control over map changes from FEMA yet they knew the maps we changing before homes were built
Business response
03/25/2024
Good Afternoon,
Your concerns regarding flood zoning and insurance for your property in ************, ******,*******, have been duly noted. Here are the facts, plainly stated:

At the outset, based on available information, it was communicated that homes were being elevated above the then-known Base Flood Elevation (BFE). This was done in good faith, with the aim of minimizing flood risk as understood at that time. You were given a Letter of Map Revision from FEMA (attached) with your closing packet to provide to your insurer and lender.

The flood zone designation for your property has changed post-purchase, a situation influenced by factors outside Pulte Homes' control. All conditions were satisfied at the time of closing on your home. We acknowledge this change has implications for you as a homeowner.

Our elevation and storm water management system is professionally engineered and approved through the permitting process with Collier County and The Southwest ******* Water Management District.

We build to the approved FEMA flood maps at the current time. We understand that there are proposed maps available, but these maps consistently change and as an organization we must build to what is approved.

Our purchase agreement, specifically section 6.5 "Flooding and Flood Insurance,"clearly states that FEMAs and other authorities' flood maps and regulations may change and that Pulte Homes has no control over such changes. It was outlined that no representations or warranties were made about the property's future flood hazard area designation or its susceptibility to flooding. By signing this agreement, you acknowledged these risks and released Pulte Homes from liability related to flooding.

Recommendation for **************** The agreement advised considering flood insurance for financial protection against potential flooding, recognizing that flooding can occur on any property.

We acted in accordance with the information and regulations in place at the time of sale.The unforeseen changes in flood designation highlight the unpredictability of external factors.

We understand the frustration and inconvenience these changes have caused.
Initial Complaint
03/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My wife and I built a home with Pulte in ******** subdivision at *************************** in ******, ******* in May of 2019. We have had a roof leak show up on our kitchen ceiling at least 7 times in the same general area since moving in. I take pictures each time of the water spots and email them to the warranty department. They have been very responsive and have contacted a company called Roof Tile Specialists to come out, inspect the roof and try to repair the area that is leaking. Roof Tile Specialists have removed tiles numerous times, said that they found the leak, repaired it and put the tiles back in place. After this last rainfall on 3-22-24, we noticed water spots in two places again after they were here a month ago and said they fixed the problem. I have had to repaint the ceiling water spot areas 7 times over this period. My 5 year warranty is up on 5-31-24 and want to get this issue resolved once and for all. Thank you
Business response
03/26/2024
The builder will be taking forward action in addressing the roof leak. The roofing company will be on site on March 26th with an experienced crew and supervisor to rectify the issue. The water test will be conducted on site the same day as the leak repair to ensure the roof in this particular area is dried in appropriately. Homeowner is aware of the ************** for March 26th.
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased a new Pulte home in November 2023 in ******, a community in ******, *******. During the construction process, there were several corners cut with regards to use of materials and craftsmanship, not to mention several undocumented and underage workers working on the home. I have photos of kids as young as 12 years old grouting tile in bathrooms, photos of empty beer cans and beer bottle strewn throughout the property. Needless to say, I was very concerned to even close on the home but was in a tight spot with regards to where we were going to live in a heavily demanded area of the state. Reluctantly, we closed with many major issues outstanding and this is the reason for my complaint. Dealing with Pultes representatives throughout the warranty period has been a joke. They have repaired many things only to make them worse. For instance, every single window in my home was scratched at closing so instead of replacing the windows, they hired a 3rd party to buff the windows. They were not able to buff out all of the scratches, and in some cases even made the windows worse! What does Pulte do? Nothing. No response. *** requested supervisors name and contact information on multiple occasions only to be ignored. Our countertops, our kitchen cabinets, major things in a new home, all damaged or installed improperly and Pulte does not stand behind their work. I would never deal with Pulte again after this experience.
Business response
03/26/2024
The builders customer service team has evaluated the concerns brought forth by the homeowner. The warranty department is taking forward action pertaining to the issues that are legitimately warrantable with multiple services scheduled within the month of April. Division Manager ************************* has called the homeowner (VM left) to speak further on the situation and will be attempting a visit to the residence for further inspection.
Customer response
03/28/2024

Complaint: 21464461

I am rejecting this response because:
While Pulte has made an appointment to come out on April 8th to review (for the 10th time) my concerns, I am not confident that we will be able to resolve my complaints. Nothing in their past actions has convinced me that they will stand behind the work theyve done.
Sincerely,

*****************
Business response
03/28/2024
Meeting for the 8th has been confirmed with the homeowner. Appropriate inspection of the residence will be conducted and legitimate warranty repairs will be executed moving forward.
Customer response
03/28/2024

Complaint: 21464461

I am rejecting this response because:
no effort has been made to rectify the situation in a timely fashion. I have wasted 26 working days with appointments that have either disappointed in the repair thats been attempted or have missed the **** entirely. I am not closing this dispute until my complaint is resolved and Im satisfied. I will be pursuing legal action if necessary as well.
Sincerely,

*****************
Customer response
04/15/2024
What do you need clarification on? This is not clear at all. My complaint is valid.
Initial Complaint
03/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Approximately 6months ago I cancelled the contract to purchase the property at ************************************ to the financing was denied by Pulte mortgage. At the time ***********************, loan consultant with Pulte, said that I need to execute the termination agreement to get my deposit returned. I reached out to ********************************* and after several attempts he returned my phone ******************* said I needed to sign the cancellation agreement but Pulte will keep the deposit for 6 months, in case I decided to buy another property, then the deposit will be returned. So, after waiting nearly 6 months I reached out to ****** and after several attempts he returned my call. This time ****** said he spoke with his supervisor and the deposit will not be returned.
Business response
04/17/2024
We have since resolved this issue with the buyer. A new cancellation form was signed on 3/25 refunding the $2,500 ******* money deposit. No further action is needed.
Customer response
04/19/2024

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.

Sincerely,

***************************
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I closed on a Pulte Home, *********** Subdivision, ******* in Jan 2023, and since then, I have been trying to get 25+ work tickets closed out to no avail.I am frustrated that the post-purchase care from Pulte has not been in concert with the company's motto or ethos. The company rep does not answer my phone calls or e-mails.I can provide supporting documentation upon request.
Business response
04/11/2024
I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

I will be contacting the Pulte Northeast Corridor division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you ****.

For your convenience, please use the local Northeast Corridor team contact information below to address your *************.
*******************************************
**************
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Not given all of the facts when purchasing a home and not giving Me what I requested. When You are having a house built it should be the way You want it to be. Having a tub in my bathroom was very important. Please see attachment.
Business response
04/11/2024
I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

I will be contacting the Pulte Georgia division leadership now.The leadership team will evaluate your concerns and have the appropriate person follow up with you ****.

For your convenience, please use the local Georgia team contact information below to address your *************.
*****************************************
**************
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Home siding has gaps that exceed manufacturers recommendations. I have repeatedly asked the builder to repair but get excuses and delays. I filed a repair request within the time allowed for the warranty but now that are saying that the warranty has expired. All I am asking is that they repair and/or caulk the gaps
Business response
03/19/2024
See attached
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello we have sent numerous emails to pulte homes warranty center,************ grand dunes to finish the repairs on our home since November 3 rd their (pultes)rep came took pics and approved the repairs some were completed in the first 2 week,pulte homes calls it there btl warranty. I have all the emails if you want them.Can you help.thanks
Business response
03/19/2024
March 15, 2024

Customer Relations
********************** of *******

RE: Case ID: ********

To Whom it May ****************** are in receipt of the above captioned case regarding outstanding home warranty obligations for this home located in our ************ Market Area.

This complaint stems from outstanding warranty obligations for ***************** home at ************************************************************** Our *********************** Manager, ***************************, made contact with ****************** by email and has communicated with our customer care manager to review outstanding warranty items and will schedule the corrections subsequently.

Pulte Home Company, LLC maintains an excellent reputation for building quality homes and providing excellent service before, during and after closing in the ************ area and will assure that the outstanding warranty items at this home will be expeditiously completed.

Sincerely,
Customer Care ***************** **********************
********************** Home ********************, LLC
Customer response
03/19/2024

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.

Sincerely,

***********************

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