Complaints

This profile includes complaints for Pulte Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pulte Group

  3350 Peachtree Rd NE STE 150 Atlanta, GA 30326-1424

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  PulteGroup Inc

  3225 N Lafayette Drive Florence, AZ 85132

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  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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  CTX Mortgage Company

  17017 N. Scottsdale Road #100 Scottsdale, AZ 85255

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  Del Webb Communities

  13950 Meeker Blvd. Sun City West, AZ 85375

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:02/02/2024

  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 builder of my new home (Pulte Group) has not addressed a defect in my new home for the past 2 years. An exterior kitchen wall bows outward substantially (about 5/16 inch) for most of the year, which creates a large gap along the back edge of the granite countertop. The gap is so large that the back of the granite countertop is clearly visble from above. The wall movement is excessive, beyond building standards, and not normal according to a local building inspector and engineering firm. The issue was first submitted to Pulte three months after closing within the 1-year home warranty period. An inexperienced Pulte customer service person tried to tighten two base cabinet screws, which he admitted did nothing to help the issue. He stated "they have this same issue with other homes and will check with his manager and VP Construction." Pulte usually doesn't respond to me with any updates, and when they do respond, it's the same response - we'll get back to you. I have asked Pulte over the last 2 years to provide a formal response as to the cause of the excessive exterior wall movement and to provide an appropriate solution.

  Business Response

  Date: 02/02/2024

  Good afternoon *****,

  Please accept my apology for the lack of resolution to this ongoing home repair issue. I am connecting with members of our local customer care team so we can review, discuss and formulate a plan to resolve this for you. We will be in touch by 2/7/2024 with next steps.

   

  Thank you,

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

  Division Manager of Customer Care

  ********************** Columbus Division

  Customer Answer

  Date: 02/04/2024

  I received an email from Pulte Group ************* on Feb ******* stating they will formulate a plan to resolve the large recurring gap (5/16") between the kitchen countertop and the exterior wall.  I appreciated the prompt reply from Pulte.  I'm hopeful they send the appropriate expert(s) to understand the wall bowing isssue and address it properly.  I look forward to hearing their plan in the coming days or weeks depending on their schedule, timing and the appropriate repair needed.

  Sincerely,

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

  Business Response

  Date: 03/07/2024

  In home review by architect and structural engineer scheduled 3/12/2024.

  Customer Answer

  Date: 03/08/2024

  Pulte has scheduled a date to view the kitchen countertop/exterior wall issue to understand the cause of the problem and determine the appropriate solution.  Their visit is scheduled for March 12, 2024.  The BBB case should remain open until they provide their assessment and ultimately resolve the issue.

  Thanks,

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

  Business Response

  Date: 03/15/2024

  Good morning *****,

  Thank you again for meeting with our team on Tuesday 3/12/24. As discussed, we saw no structural concern and any wall movement is with tolerance. Per our conversation, we are working with our tile company to procure some tile ******** pieces that could be added between the tile backsplash and the countertop that would flex with the wall movement to show less of a gap and eliminate the caulking from tearing away.

  We are currently waiting for a response from the tile company on types of materials available and timing for completion of this service. I expect to hear from them no later than Monday 3/18/24 and expect in the next couple weeks we can have the service completed.

   

  Thank you,

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

  Division Manager of Customer Care

  Columbus **********************

  Customer Answer

  Date: 03/20/2024

  The Pulte team recommended modfications to the kitchen countertop backsplash by adding a tile trim piece to hide the seasonal movement of the exterior wall and the susbsequent 1/4" gap.   I am waiiting to hear back on the specific trim piece and the date it will be installed by their tile expert.  The BBB case should remain open until the trim piece is installed.

  Business Response

  Date: 04/19/2024

  The homeowner requested a meeting on side, which is being coordinated. The local Columbus team has a plan to correct the wall movement issue.

  Customer Answer

  Date: 04/24/2024

  The Pulte subcontractor (Rite Rug) is scheduled to make the repairs to the kitchen countertop gap on Monday April 29, 2024.  The BBB case should remain open until the repair is made to my satisfaction.

  Business Response

  Date: 05/31/2024

  Greetings-

  I can assure you the team will work diligently to review this concern. I will be contacting the Pulte-Columbus division leadership. The leadership team will evaluate your concerns and have the appropriate person follow up with you ****.

  For your convenience, please use the local Columbus team contact information below to address your home concerns.
  ******************************************
  **************

  
  Have a good day. 

  Customer Answer

  Date: 06/03/2024

  The subcontractor stated they have ordered the appropriate parts - awaiting delivery of the items within the next couple weeks.

• Initial Complaint

  Date:02/01/2024

  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 home I purchased from Pulte failed inspection multiple times in the building process, eventually passing. I ended up with a house with structural defects documented by an engineer. Pulte wants the repairs made by the same company that built the home. The structural defects include improper spacing and not meeting code or blueprint specifications. The walls are not sitting on trusses, as indicated on the blueprint. A truss was installed upside down. Their first repair attempt involved pouring a floor leveler, adding weight on a sagging, weak floor. Pulte does not want to investigate further. I do not want them to use the same company that made many crucial errors from a lack of building knowledge.Pulte wants me to pay for my moving expenses and housing during this project. They verbally said they would pay me back, but I did not trust them. However, I don't think I should be responsible for this expense. There were negotiations to work on this project in the summer of 2023, but when I couldn't front the money for many weeks of costs, they wouldn't complete the project.Pulte has agreed to repair my master shower but not my other two showers, as the same subcontractor used a sanded caulk (not shower-approved).I tried to get the ************************************************ involved. Now Pulte is retaliating, refusing to repair my grout. Retaliation is the best description, as two managers have told me they have fixed the grout in multiple homes in my subdivision. They say they will remove the spacers but not redo the grout. The grout needs to be removed and filled with grout with the proper water and grout mixture, as advised by the grout manufacturer. The grout for my house was mixed with excessive water, causing the grout to dry excessively low. The grout doesn't meet the top edge, also known as the cushion edge, which can void your tile warranty. Another issue with low grout is that it is hard to clean, painful to walk barefoot, and a tripping hazard.

  Business Response

  Date: 02/07/2024

  The homeowner concerns regarding failed inspection prior to close are not in relation to the homeowners structural concern. Per Pultes Limited Protection Coverage, all repairs are to be addressed by the vendor who conducted the original install.  An Engineer Repair Letter has been obtained and outlines the directive to address the structural concern appropriately. As per agreement with homeowner, supervisors from the Builder and its representatives will be present throughout the entire repair process.  The homeowner has been provided written and verbal confirmation they would receive reimbursement for lodging expenses as per agreed upon amount during the repair process.  Per the **************** Home Warranty and Protection Coverage, reimbursement or coverage of expenses is not covered by the warranty, however, Pulte has agreed to do so as a courtesy.  Upon evaluation as of 2/1/2024 homeowner has been apprised of ************** concerning tile and grout repairs.  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21233238
  
  I am rejecting this response because:

  Your statement says that the engineering letter outlines the directive to address the structural concern. You want to have the repair made by the same company that didnt follow a blueprint or building code. Who will ensure they can follow a directive at this time? Im concerned because the homes assigned project manager who oversaw this project missed this code violation and others. When the repair project is completed, will I receive a repair letter stamped by a licensed structural engineer whose eyes saw the process before and after?  
  I do not trust this company or this process due to the multiple acts of deception. For instance, I initially requested a structural engineer for this project. They brought a person who identified himself as a structural engineer to look at the project with the vendor and deemed it within the guidelines of the company policy, with no action needed.  I received a report with an engineer stamp stating that no problems and no repairs were required. I have the instance on video (with consent) and a copy of the report. I possess two engineering reports from this company, one stating no problems followed by one stating major is***s. 
  
  I have been told verbally and in writing that my low grout will be repaired, and the visible installation tile spacers will be removed from my grout. On 2/1/24, I was told I would only have the spacers removed. The manager told me I was the only person in the subdivision with problems with my home. However, two other managers have told me they have been involved in faulty tile projects in my subdivision. Why is mine now being denied? I am also disappointed they would consider saying no because I've shared how it impacts my family. My little boy cried, walking on the floor barefoot, asking why we had to buy a house where the floor cut his feet, causing him pain to walk on. My daughter ran to hug me and fell; her toes got caught between the tiles, causing her to stumble. In the kitchen, when I step to the side from one sink to the other, if my shoe edge hits the grout, I stumble because my shoe edge falls between the tiles. Im having a hard time cleaning the deep grout. I had a professional house cleaner come to my home to examine the floor and give me a plan to clean my floor best. She suggested using two big fluffy towels, placing them on the floor, putting my feet on them, and gliding across the floor like a skater, as it is the only way to clean the grout. 
  
  I was confused as to why a company valued at 22.8 billion dollars would need me to loan them money. I paid the asking price for a home on which I have a mortgage. Many repairs need to be made, and the major structural is***s require me and my family to leave the premises for our safety. Do you want me to pay my mortgage and pay for my relocation fees? You said you would pay me back, but I didnt understand why you needed me to front the money for you. I asked around my subdivision and others this company builds in, and the homeowners do not always get their money back, and some dont get it back on the agreed time; some homeowners must stay out of their homes longer than initially told, and some must move out multiple times. I was wondering why they dont *** to get their money back. Then it hit me in the statement you have in writing that you dont have to pay relocation fees; you are providing a courtesy, and you can take back a courtesy at any time. 
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/12/2024

  The builder has acquired the engineering letter (stamped) for corrective action on the identified section of sub-flooring. A Pulte representative will be onsite with the carpentry vendor during the process to ensure the correct repairs are being conducted in the manner of which the engineering letter states. The builder will use the same carpentry vendor who constructed the home as the warranty repairs are in dealing with the initial application of the product. 

  The tile evaluations were conducted with the vendor and the homeowner together. An agreed upon repair outline was formulated at this meeting for the warrantable items of concern. Other requests identified by the homeowner are found to be non-warrantable issues. 

  As stated previously, reimbursements for food or lodging during a repair process is a customer courtesy at the ************************ level and not included in the national protection plan. The homeowner has written communications with offered amounts of reimbursements and those letters will serve a guarantee for reimbursement once the repair process is finalized. 

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21233238
  
  I am rejecting this response because:
  We are at an impasse, so I request mediation from the BBB. 
  Yes, there is an engineering letter; there were floor plans, codes, and Pulte representatives throughout this process. How do the same people who did not know the proper direction to put the materials nor how far apart to set them now know how to do the work correctly? Have they had formal training since the installation? How is it that only one small section will receive a repair? The same people who did not know proper spacing framed the entire house. The engineer only looked at the area they were told to inspect. Im concerned. 
  Which tile evaluation are you referring to? There have been many. I recall one evaluation where you created a plan and ordered tile for the entire shower to replace the shower. Then, on repair day, the plan changed to placing only new floor tile on top of the existing tile with no slope. He would use products that, on the warning label, read, are not shower-proof. A Pulte representative was there to oversee this work, too. I declined the repair as it was an improper product and repair. In the most recent evaluation, nothing was discussed with me, just a representative measuring for tile. 
  I do not believe anyone should be left with grout in this condition. Again, this week, I stepped sideways, and the edge of my shoe fell between the tiles, causing me to lose my balance. I have shared multiple stories like that with Pulte but zero compassion that it causes my children pain and falling. I was promised multiple Pulte managers would repair this. When other vendors inspected my tile, the manager told me that the tile company installed it was no longer working with Pulte as they had messed up many jobs. Could you use your insurance money to repair my tile? 
  Why did they eliminate the tile vendor that did poor work and not the framing company? 
  Last year, I was told I would need to be out of my house for about six weeks to complete all the repairs the home needed. Recently, I was told the reduced repairs would only require 3 to 4 days. The drastic change in time indicates the decision not to repair all items discussed on the walk-through. 
  Yes, Pulte verbally says, and with the above statement, they will give me reimbursement for food and lodging. They can only reimburse me 30 days after they receive the receipts. That is what they say. I have never been presented with a formal contract. I purchased a home to be finished at closing; they did not hold their end of the bargain. I have taken a lot of time from my family to meet with trades and managers who may or may not attend scheduled four-hour time slots. I have verbal confirmation and emails stating I would have my grout issues fixed; they are saying no in the response. I have neighbors who did take the courtesy offered, but that did not work out for the homeowners. Some homeowners did not get their money back, and some did not get it returned in 30 days. Some neighbors have to move out more than once while paying a mortgage and managing their families. I believe a big, creative company can develop a better solution for my home and the safety of my family than what is offered today. 
  You got the price requested to build a home. I got a mortgage on a house where grout is a tripping hazard; thin set is stuck on the tile, spacers are poking through grout that was supposed to be removed prior to grout, one repair person attempted to repair the grout used the wrong color it doesnt match and its chipping because you cant add new grout to existing grout, new carpet with paint dripped through the house they made five appointments to try and clean the paint off on the fifth time the wrong product was used, stripping the color out of the carpet, seams on the carpet not tacked with blue painter tape holding it down (my children have stepped on those tacks injuring their feet. This has also been reported to Pulte), an upstairs hallway that is slanted it makes you dizzy to walk across (house of mirrors feeling), flat shower floor not draining correctly, one shower extra slanted you feel like you are wearing stiletto high heels, all three showers were caulked with sanded grout since it is not a product for showers it molds and peels causing water to get behind where it is not supposed to, my electricity requires the breakers to be flipped multiple times a week even though the electricity has now been grounded on one wall, these are a few of the big ones. 
  I have built and purchased homes before and have never been treated like this. I understand mistakes can happen; this home is in the category of lemon. I believe this can be mended; I have tried to work so hard with Pulte to resolve these problems. I have been working with them and do not understand how they could present me with a home in this condition. 
  I hope these issues can be resolved quickly. We have a homeowner insurance dilemma. The insurance company we are currently with has a structural engineering report on my home. They are dropping coverage on some of the homes in my subdivision. My husband is trying to locate homeowners' insurance in case we are dropped. One question the prospective insurance companies ask is if you have structural engineering issues. When he said yes, the companies said they could not work with us. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/24/2024

  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 have been complaining to my home builder , Pulte, for years about hollow ceramic tiles that would bulge during extreme temperature changes. And recently, on January ****, the kitchen and master bathroom tiles completely started buckling and finally cracked. Its creating a very dangerous and frustrating situation for my family, including a 2 year old. I need some serious help for a resolution.

  Business Response

  Date: 01/25/2024

  Good afternoon - 

  ******************** closed on his home on 4/9/2019 and notified Pulte on 5/3/2019 of an overcut tile by the commode in the powder bathroom that was resolved on 5/17/2019.

  ******************** reached back out on 1/2/2023 asking for the color grout used in his home since he had some hollow and popping tiles. Pulte provided the grout color as asked, checked the tile type as a courtesy to make sure no manufacturing issues were known, and explained some tile concerns 4 years after installation could be related to the expansive soils in the area.

  ******************** reached out on 1/16/2024 reporting more tile issues. Although the tile was installed over 5 years ago and beyond the scope of the warranty, two ************* Managers went to the home on Friday, 1/19/2024 to inspect conditions. Foundation elevations were taken that day to check for excessive movement, and were found to be within  tolerance. After presenting findings and consulting with management, Pulte agreed to send a third party tile inspector out to evaluate the original tile installation and notified ******************** of the plan on Monday, 1/22/2024. An inspection date has not been confirmed with an independent inspector as of 1/25/2024, but scheduling has been requested and follow up is currently in place.

  Pulte is trying to do the right thing by assisting ******************** with an issue that is well outside the warranty and feels the progress made in the 8 business days since ******************** requested evaluation have been handled properly. We commit to staying in contact with ******************** and will notify him as soon as we have a date scheduled with an independent tile inspector.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21195137
  
  I am rejecting this response because:

  I am not satisfied with Pultes response. It sounds to me like they are putting me on back burner since according to them this is out of warranty. I want to reiterate the severity of this. My family doesnt feel safe. I have no safe access to dining area nor master bath. The flooring is no longer performing its function. I need Pulte to step it up and do the right thing. Surely they can find someone to come look at this problem by now. It has been 2 weeks. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/01/2024

  I have personally called and spoken to ******************** in addition to the updates our warranty team has been providing him. I have explained the complications we have run into with a manufacturer who has denied our request to inspect the situation and an installation company that no longer works for us. Pulte is committed to finding the root cause of the issues ******************** is facing through the use of a reputable tile inspector and have given the installation company a chance to inspect the concern as well. I have explained to ******************** that we understand the impact on his family and will continue to stay in contact with him until we reach a resolution, but he is also welcome to call myself or our management team for expedited answers to his concerns for both this issue and any potential future issue. 

   

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I truly appreciate the call from *** today. I look forward to the next steps and hope that Pulte will commit to their word of doing the right thing. I am fully committed and will make myself available and will do everything asked of me in order to come to a resolution on this matter. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/24/2024

  Type:Order 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.

  Pulte Mortgage led us through the entire process of financing a home only to be declined in underwriting and now they will not return $15,000 which according to the contract should be returned in this circumstance. How did my loan paperwork go through 3 different people without raising a red flag that my DTI is too high? How is this my fault?

  Business Response

  Date: 02/20/2024

  Customer transferred to new ************************* that is more affordable. The issue has been resolved.

• Initial Complaint

  Date:01/23/2024

  Type:Order 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.

  *** Yahoo From:************************ To:**************************************************** Sat, Nov 4, 2023 at 9:46 AM ********************** you are doing well and enjoying your weekend. Wanted to discuss something with you that has been brought to our attention. We put a deposit down on lot 118 on October 10th. This was our dream lot being on the pond and we were willing to pay a premium. We had until November 10to sign a sales agreement which we had plan on doing. As you may recall, we were told to sign the agreement last week or our lot reservation would have been canceled and the lot sold to another buyer. This ultimatum forced us to sign the agreement prior to the allotted time that we had for the lot, thus losing our ability to be offered/aware of the November incentives. Were not sure, but feel this was a deliberate action on part of the sales agent to further hurt us as a result of our previous engagements. Thursday I was notified by our realtor that DelWebb is offering $20k in flex bucks for November and that we should be able to take advantage of the flex bucks due to the situation caused by the DelWebb sales agent. We were advised that it would be a good idea to put this in writing as a request to ***************/Pulte. We also have not received the apology that we thought was forthcoming. Please let me know next steps as we are in contingent financing at this point. Thank you for your time and we look forward to working with you guys. *** ************ November Echelon Collection - TO-BE-BUILT Incentives through 11/29/23:Flex Bucks Can be used towards lot premium, options, or closing costs!$20,000 Flex Bucks on First 2 reservations month of November $15,000 Flex Bucks on Next 2-4 reservations month of November $10,000 Flex Bucks on Next 5+ Reservations month of November $2,000 Active Hometown Hero or Veteran

  Business Response

  Date: 01/26/2024

  January 26, ****
  
  *********************************
  Customer Experience Specialist
  ********************** of *******
  
  RE: Case ID: ********
  
  Dear ******************,
  
  We are in receipt of the above captioned case regarding Home Purchase Agreement obligations for a home located in our ************ Market Area.
  
  This complaint stems from a contract dispute involving Mr. and *********************** purchase of a home in our ************************************************ neighborhood in ******************.  Mr. and ********************* entered into a contract to purchase a home November 11, 2022.  Mr.and ********************* were unable to obtain financing for this purchase and the contract was cancelled.  Mr. and ******************** entered into a second contract to purchase a home August 15,2023.  Mr. and ********************* were unable to obtain financing and the contract was cancelled.  The Barnhills entered into a third contract to purchase a home in October of 2023. The Barnhills were able to secure financing for a home from an outside lending institution. 
  
  In the October 2023 contract, the Barnhills reserved lot ***** on 10/10/2023 and had no contingencies, as they had already sold their home.  The first half of October 2023 we did not offer any purchase incentives.  On October 20th, we added purchase incentives for the Echelon series to $20K.  The purchase incentive extended into November 2023.  The Barnhills believe they are *********** the November incentive because he was going to contract in November.
  Our General Sales Manager, ***************** has communicated with The Barnhills realtor several times.  Additionally,************ has attempted to contact the Barnhills by phone several times, to which ******************** would only text back.  Initially, we offered the Barnhills $10K in incentives.  The Barnhills feel that they are *********** future incentives, which is not our business practice.  ************ offered an additional $5k in incentives several weeks ago. A change order was sent last week for the credit and as of January 23, **** it has not been signed and returned.
  Pulte Home Company, LLC maintains an excellent reputation for building quality homes and providing excellent service before, during and after closing in the ************ area. 
  
  Sincerely,
  ****************************
  Division Claims Manager ***************** Division
  ****************************************************

  Customer Answer

  Date: 01/26/2024

  To further state our concern Pulte/Delwebb just confirmed that "On October 20th, we added purchase incentives for the Echelon series to $20K".  

  >We did not sign the sales agreement until Oct 24th, 2023 (Which was done under duress because the threat from *************************** to sell our lot".

  > Based on your own statement we should have been *********** the Oct incentives since they came out on Oct 20th and we signed on Oct 24th, 2023.  

  > In either case the contract law would stipulate that we were under duress to sign the agreement on Oct 24th, 2023 and we do so because we did not want **** to sell the lot we have put a $80k deposit on.  

  >  Even if the incentives didn't start until Nov 1st, 2023, we had until mid Nov to sign the purchase agreement in which we would have rec'd/should have rec'd the $20k incentives. 

  Thank you.

  ***
  

  Business Response

  Date: 02/06/2024

  Attached please find the response from the *************************** in the ******** contract dispute matter.  

  Business Response

  Date: 02/06/2024

  Following up regarding BBB case #********. Ive attached the Coastal Carolinas division final response to the customer, along with the sales agreement signed by the customer. The agreement outlines their options to file for arbitration in section 12 if they choose to pursue that. There will be no further action from Pulte on this case.
  
  Let me know if you need anything further from me. Thank you!
  
  Have a great day! 

• Initial Complaint

  Date:01/22/2024

  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 bought a house from Pulte Construction and it was delivered to me at the end of September 2023. On October 30, 2023, I sent several emails to West ******* ************* a company of the Pulte group, informing them that some problems have been resolved and will probably be resolved.Like the garage floor that needs to be redone because the ground has caved in. This information was given to me by a Pulte manager who came to my house and told me that the engineer needed to come to the site. He never showed up and the problem has still not been resolved. The cracks are getting bigger and now the floor is cracking too.the cupboards are coming off and the doors are falling off. This problem is present in all the cupboards, the kitchen and the 03 bathrooms.The door hinges are rusting. This is happening to several doors.The floor in the living room also has problems 03 pieces have been badly fitted and need to be replaced.the glass door frame is scratched and dented. When I noticed this problem, even if I had to change it, I informed the engineer, who came personally to check and told me that he would open the replacement ticket himself.The garage door frame was fitted with damaged wood and Pulte even delivered a new frame but never came to install it.I've lived in this house for 3 and a half months and I'm disappointed with the service and the quality of the finishes.I need the repairs done as soon as possible. My kitchen cupboard is peeling off completely and will end up hurting some people.

  Business Response

  Date: 01/30/2024

  Claims of safety concerns are very important to Pulte. A Pulte Representative has met on site with our customer to observe and inspect the claims of failing cabinets and the other items. It has been determined that what the customer is observing in term of failing cabinets is how the cabinets are built. The customer is observing the seams between pieces of wood that make up the doors. ***** hinges were observed in a bathroom. Replacement of hinges is being scheduled. Typical cracking is observed in the garage that does not reflect a structural concern. With that said, the Pulte Representative is working with the customer on a resolution to the cracks on the garage slab that is acceptable to them.

• Initial Complaint

  Date:01/22/2024

  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.

  Seriously, this has been so frustrating and exhausting on getting this simple 1 year maintenance done. The communication is not there. There is no one on the phone at all times. No call backs even if I leave a message to call me back. This was supposed to happen on November and here on January nothing is done. I have a job and I cannot be home all day hoping for maintenance would arrive. There is no confirmed date on when they will be visiting and then they knock on my door on 15th which was never a decided date. Of course no one is at home because we are working????Seriously are they treating their customers like "you paid money so you are done with me, see ya" mindset? My second home is definitely not going to be from Pulte. In case other people are reading this, this is ******** Division in ****. They literally are not at their office and never answer or return your calls. Beware.

  Business Response

  Date: 01/23/2024

  Hello *************,

  I apologize for the delay and lack of communication in completing your home warranty repairs. I sent you an email this morning including ******* your customer care manager, ***** her community supervisor for follow up and scheduling of ************. We ask that if you need to get in touch with us that you email: ****************************************** or call ************ or you can create a service request via the homeowner portal on our website. Again, I apologize for the delay in getting the repairs complete, but you do have our commitment to make sure we follow through on these repairs. 

  Thank you,

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

  Pulte Group - Division Manager of Customer Care

  ********, ****

• Initial Complaint

  Date:01/21/2024

  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.

  Hi, my name is ***************************** and I have been living in my home for a year and a half. I wanted to make a complaint that the one year warranty was not completed. *** been trying to get a hold of someone to help me for a very long time and Ive been getting the runaround. They came out one time-unannounced.-we were not prepared for them to be there bc we did not get notified. They covered the floor to paint so the floor wasnt attend to. Fast forward-they sent 1 person out again-not scheduled-and wanted to do repairshe fixed a few things but while doing so-cracked the wall. I have many studs sticking out that they never finished and cracks. My floors were suppose to get evaluated and I havent heard anything. ***************** hasnt returned phone calls text messages or emails. My 1 year warranty was not completed and when they came did a 1/2 a** job. I need people to come out and take care of these issues asap please and thank you

  Business Response

  Date: 01/23/2024

  ******* replied to complaint by reaching out to Customer via phone, left voice message and awaiting a call back.

• Initial Complaint

  Date:01/15/2024

  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.

  On December 27th I was contacted by a customer care manager to do my 1 year follow up visit for my home. To which we agreed to complete on January 15th at 1pm. He never showed and I received no word from him. I reached out to another customer care manager who was CCd on the email to see what was going on. He responded over 4 hours later stating the customer care manager had a kid and that is why he couldnt come. Why no one is covering for him while he is on paternity leave is highly irresponsible for a business. My wife and I took the day off just to be tossed to the side costing us time and money for lost days wages. Not only that, but our 1 year warranty is almost up with no guarantee that it will get done in time now. I halfway believe this is a tactic of Pultes to not meet commitments. I am very unhappy with how Pulte treats its customers and need this resolved promptly.

  Business Response

  Date: 01/17/2024

  The ************* Manager assigned to this ************************* had set up the appointment with the homeowner for January 15th, ****.  On January 11th, ****, the ************* Manager had a family emergency that he had to be present for and he was unable to make the scheduled appointment with the homeowner.  We have since reached out to the homeowner via phone calls, text messages, and via email.   Today, we have been in contact with the homeowner in hopes of rescheduling the appointment with a different ************* Manager.  We certainly apologize for this unforeseen circumstance and will continue to work with the homeowner to take care of their concerns and warrantable items in a timely fashion.

• Initial Complaint

  Date:01/11/2024

  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.

  We bought our home in 2019. I had excessive cracks in the home and stucco, I had a defective garage door, poor paint and some other items. Pulte would not replace the garage door insisting it was fine but to this day I am the only one in the neighborhood whose garage door is bent at the bottom and paint was always darker there. Also, they refused to restucco and would only fill or paint over cracks in stucco. I was advise of a 5 year warranty by **** regarding the windows and mold. I called Pulte today 1/11/24 and advised I smelled mold and I believe my windows and stucco are failing. They will not do anything. Here are the ongoing issues from day one.1) AC never worked right and eventually found leak in coils and compressor and would not replace.2) Poor stucco and paint. Paint coming off and stucco pealing and has come off around the windows.3) Defective garage door 4) Cracked trusses and un anchored bracing in attic 5) 1/2 gabs between plywood exposing felt 6) Windows separating from framing 7) Drip line above window may be leaking (multiple cracks) and would explain window separation 8) mold smell when raining 9) Same interior ceiling crack coming back and extending 10) Same centerline window crack keeps coming back and growing They would not make the proper corrections during the 1 year warranty and continue to not back their product. 11) Grading was never done correctly and I had to have people come in and correct

  Business Response

  Date: 01/19/2024

  Dear BBB,

  
  Thank you for forwarding the recent correspondence from **********************************  We are aware of the items of concern in their home and have been in communication regarding them. Our team will work with the customer to schedule an appropriate repair on any items that are still covered by the builder warranty. 
  
  Sincerely,
  
  ***************************
  Division Director of Customer Care
  *********************************************

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21132642
  
  I am rejecting this response because:
  They refuse to acknowledge the poor workmanship and keep telling me I am out of warranty. Windows should not separate from the framing, the should not have a bent frame, I shouldnt have the excessive cracks no matter how thin all along my walls every few inches apart that were never repaired correctly. My trusses are cracking, I have 1/4to 1/2 gaps in the plywood with nails poking through the felt on *******. I have nails in ******* that are in the plywood and not in the framing. They have told me I am out of warranty on most of the items I have issues with but they refused to address appropriately to begin with. They just patch it and you have to wait till it fails and then your told you are out of warranty.
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/08/2024

  Dear BBB-
  
  Thank you for making us aware of the customer response. Our ************* Representative has met with the customer to identify warrantable items. We will communicate with the customer directly and schedule any warrantable items for inspection or repair as determined by result of any inspection and the New ************ warranty and performance standards. 
  We appreciate you making us aware of this customer concern.
  
  Respectfully,
  
  ***************************

  
  Division Director of *************

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

   

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21132642
  
  I am rejecting this response because:
  I finally heard back from Melyssa after 2 emails and a week and a half. All she said was she submitted her report and I should hear back in a week. My issues are not resolved. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/08/2024

  Dear BBB-

   

  Thank you for making us aware of this customer communication. We have been in contact with the customers and have advised via letter sent on 2/12/2024, the warranty on the expressed items has expired. The ************* Representative set up for an inspection of the attic trusses with the responsible framing company for 2/28/2024.  The customer called on 2/28/2024 advising they must cancel the appointment and will contact when they are ready to schedule.  Pulte considers this matter closed. Pulte will reopen service for a truss inspection upon call from customer with available dates. ********************** would then advise of next steps once the inspection results are received. 

  Respectfully,

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

  Pulte *************

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

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21132642
  
  I am rejecting this response because:
  Poor workmanship and incorrect installation or failure do to poor workmanship or materials does not fall under the 1 year warranty. It extends beyond. Unfortunately I have been ill and I suspect for the ongoing situation with the house and water intrusion due to faulty roof (which was never inspected) faulty stucco and/or incorrect installation of windows as a result of poor framing or workmanship which was never further inspected. I will reach out to have trusses inspected but do to not feeling well, I still need to reach out to Arizona register of contractors to have them come out.  The bottom line is Pulte does not back its product and does not care about those who purchase theirs homes. They are obviously not interested in retaining a return buyer.  ***** reaching out to their Board members will make an impact but I doubt it.
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/25/2024

  Dear BBB-

  Thank you for making us aware of this customer communication. We have been in contact with the customers and have advised via letter sent on 2/12/2024, the warranty on the expressed items has expired. The ************* Representative set up for an inspection of the attic trusses with the responsible framing company for 2/28/2024.  The customer called on 2/28/2024 advising they must cancel the appointment and will contact when they are ready to schedule.  Pulte considers this matter closed. Pulte will reopen service for a truss inspection upon call from customer with available dates. ********************** would then advise of next steps once the inspection results are received.