ComplaintsforPulte Group

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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.
On December 10, 2021 I purchased a new home from Pulte Homes. The upgraded **** vinyl ***** flooring number ***** throughout the home cost an additional $8,959.00 I am requesting Pulte repair my flooring or reimburse me the upgraded charge of $8,959.00 plus the cost of the standard pricing for the flooring that came with the home and the cost of hiring a contractor to level the concrete flooring. The manufacture **** Flooring has a 20 - 30 warranty on the flooring if installed properly and the flooring is cracking and buckling throughout the home after less than two years. After purchasing my home Dec 2021 I have repeatedly complained to Pulte that the flooring is uneven and the tiles are going to crack and buckle. The concrete slab in the home is uneven and dips going up and down every three feet throughout the home resulting in the tile sticking up, cracking and buckling. Pulte has repaired one spot in the main hallway that was sticking up to high after moving in and said that they fixed that as a courtesy, they refuse to acknowledge there is a problem with the rest of the flooring and the tile is cracking, buckling, and chipping throughout the home. The flooring needs to be removed and the concrete slab needs to be leveled. After numerous times telling Pulte after purchasing the home they say its all within in specifications and nothing is wrong. I have told them to bring **** flooring out to look at the flooring to see why it is cracking and buckling and they refuse to do that as well and said its normal wear and tear. I have made several attempts to contact ************************* President of Pulte homes in *************** then I got a call back from the Illinois customer care they came and looked at it and said there is no problem. There is definitely a problem for the floor to be buckling and cracking throughout the whole house.
Business response
03/21/2024
Good afternoon, During prior meetings with the homeowner, Pulte has reviewed these concerns and found that no warrantable items exist. Pulte stance remains the same regarding these findings.
Customer response
03/24/2024

Complaint: 21440641

I am rejecting this response because: This is not acceptable and I want it repaired and fixed to have a level floor without the tile buckling and cracking, as stated earlier I have complained about the flooring in my home since moving in and they said they would fix it at the one year review and then they said there is nothing wrong with it. I explained the tile is going to buckle and crack which is what its doing they repaired one spot along the wall in the hallway cause it was a quick fix they don't want to repair the other spots cause they are in the middle of the room cause it would be to much work and don't stand behind their warranty. Pulte hires subpar contractors who should have known the flooring was not right and needed to be leveled. Pulte should stand behind their warranty and repair the problems instead of ignoring them to the consumer. I paid for a level vinyl floor and that is what I am requesting. I also suggest to bring **** flooring out to my home to see what the issue is and they refuse because they know the flooring is uneven. Pulte should stand behind their products and not leave the consumer left picking up the tab to repair their flooring after they already paid for something I did not receive

Sincerely,

*********************
Business response
03/25/2024
Good Afternoon-

I appreciate your perspective regarding your case, however, we stand firm that this matter is closed.

If you still feel as though the response is not acceptable or within industry standards, I would like to refer to you to section 7 of the warranty guidelines on page 17 of the attached warranty. You have the option of requesting mediation of your Warranty request by providing written notice to ***************************************** (PWSC). Their contact information is included on page 17 of the warranty for your reference.

We are confident in our decision in this matter.
Have a good day!
Pulte Customer Care
Customer response
03/28/2024

Complaint: 21440641

I am rejecting this response because: This response is not acceptable, as the reasons I have stated in the earlier and pictures I have submitted. Pulte has known of the problem with my flooring since moving in and said they would fix the floor at the one year walk through and they refused to fix the floor knowingly there was a problem with it, this is how Pulte operates they say they will fix everything at the one year review and then they deny everything and don't fix nothing and then the warranty is over resulting in the homeowner to repair the issues on their dime. I don't understand how a big builder can get away with this and not take care of their customers.
********************** wants me to go thru their arbitrator and who pays for that and naturally they are on their side, why cant Pulte you be responsible and repair my floor the way it is supposed to be, I purchased a new home and upgraded the flooring to have it last for years their is no reason I should have to keep fighting with Pulte over something that is obviously defective.

Sincerely,

*********************
Customer response
04/06/2024
After purchasing a new home from Pulte, I have complained to Pulte since moving in about the concrete slab being uneven and the vinyl plank floor dips going up and down throughout the house. Because the concrete slab is uneven the vinyl plank flooring is buckling and cracking. Pulte failed to use leveling cement to level the concrete slab before laying the vinyl plan flooring. Every time I complained to Pulte they said they would fix it at the one year anniversary where they come through and repair all the problems you notice throughout the year. When they came at the one year anniversary they said their is nothing wrong with the flooring and since then the vinyl plank flooring is buckling and cracking throughout the house. When you walk in the front door and look down at the floor and down the hallway you can visibly see the floor goes up and down. After purchasing a new home and paid $8959.00 extra for the upgraded flooring this should not be happening as the manufacture has at least a twenty year warranty. The problem is the concrete slab is not level causing the floor to buckle and crack. Pulte repaired one spot in the hallway against the wall cause it was an easy repair and they said it was a courtesy repair. They refuse to repair the rest of the flooring because they need to remove the vinyl plank flooring and put leveling cement down and install new vinyl plank flooring down. Attached are a sample of some of the damaged flooring.
Business response
05/03/2024
****************,

I am in receipt of your [BBB complaint case]. I have circled back with our ************* team about the warranty on your home. I understand that you are frustrated with the teams response to your concerns, however the email below from *********************** is still our stance and please reference your home warranty as discussed previously.
--

Dear *******************************,

Thank you so much for meeting with me on March 8th and allowing ***** and I to review your concerns with you.   Ive included a summary below of our conversation and responses.

EVP FLOORING:
1. Uneven flooring/waviness throughout (specifically in the foyer, kitchen, caf and gathering room). Please note that Pulte offers a 2 year warranty for uneven slab conditions measuring over over 4.    These conditions were previously evaluated during the warranty period, specifically during your 1 year Built To Last Review with Kerie, these areas were evaluated and confirmed to be within tolerance.   We received your second request to review the flooring again after your 2 year warranty had expired. Per the Limited Warranty, this would not be a covered item.
2. Chips in the flooring in the caf area, flex room and kitchen between the island and the sink. These items would fall under cosmetic damage found after closing and considered wear and tear. Per the limited warranty this would not be a covered item.

I have attached a copy of the **** warranty for your review and hope this information will be helpful in understanding the product performance and maintenance regarding your flooring. Please feel free to reach out to the manufacturer should you have product questions.

KITCHEN CABINETS:
Paint chipping on false front under sink, right cabinet door under sink and island cabinet door 2nd from left near caf. As stated above, chips, dings, dents, etc. found after closing are considered wear and tear and thus not covered by the limited warranty. In an effort to assist, I would recommend to you, a cabinet touch up kit, these can be handy to have on hand for any small repairs or touchups such as the ones you observed. You can obtain one of these via the manufacturer website.  **************************************************;

COLD FRONT BEDROOM
Concerns regarding the front bedroom temperature, indication that it gets to 50 degrees when its cold outside- specifically at the front wall and the corner of the baseboard to the right of the window. During a previous evaluation during the 2 year warranty period that covers mechanical equipment, including the heating system, this concern was evaluated and no issue was found. Please note that your hvac system is designed to hold a 4 degree or better tolerance in that front room during the heating season. In addition we provided a courtesy balance to help customize the settings on 4/22/2022. Often times continual balancing is required during each seasonal change to optimize air flow, it also can help to change your furnace filter regularly. Per the Limited Warranty, this would not be a covered item at this time.

ROOF
1. Raised shingles/flashing on the right side of roof above garage door (2 areas). Per our conversation upon inspection, the shingles on the right side of the garage were installed properly. There was some flashing in that area that was consistent with the other side of the roof on the left side of the garage.
2. Concerns with kick out flashing on both sides of the dormer originally reported as a gap. Additionally, we explained that the kick out flashing at the dormer was what you were noticing as a gap.   The kick out flashing was installed properly. The purpose of the kick out flashing is simply to fold over a seam so it provides protection from water access into that particular area. Per the limited warranty this would not be a covered item.

Thank you for your time and patience in allowing me to review your concerns. I understand that the information provided may not fulfill your expectations.   That said, I have provided a copy of our warranty should you have any questions regarding the Pulte tolerances per your concerns.

Best Regards,
***********************
Senior ************* Manager- CFT
Illinois Division
********************************************
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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