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:01/14/2025

  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 footprint of my house was to large for the lot they had placed it on. The blueprints reflect 3 steps straight down. But space did not allow so they built a small platform and turned making 5 steps down the side to a brick walk way. The build of this platform, steps and walk way were NOT built correctly. In 6 short years it is literally falling apart and coming away from the house. Becoming not only an eye sore but potential hazard. Two Engineering reports and two contractors concur with this finding and that the porch has to be taken down and rebuilt correctly, with the correct support and foundation . After many attempts to have PULTE correct their mistake and poor workmanship they have declined.

  Business Response

  Date: 02/05/2025

  We have been in communication and are working to find a solution.  Due to the age of the home, the request does not fall under our warranty.  Now that the homeowner has taken steps to correct the issue outside of the warranty, we are working to assist in the process.

• Initial Complaint

  Date:01/12/2025

  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 nature of this complaint relates to property damage from Impact Landscape Company that is contracted by Pulte and managed by Castle Group the ******************* group fof ****************** My backyard lawn and grading has been disrupted by the improper use of riding mower when cutting the lawn creating multiple divots in the lawn from improper turning of the mowers and going back and forth not properly engaging the pivot wheel when making turning manuvers. With the summer rains this has created a muddy mess and standing water. The lawn and grading was further damaged by the use of Heavy equipment to ***lant a uprooted tree from Hurricane ******. A ticket was registered via ********** the communications platform with the *** on 9/28/24 followed by an email to the ******************* Team. The Impact Manager and the Property Manager *** assed the damage and committed to ***air the grading and the lawn once the Summer rains calm down. Then on 10/28/24 a second request was made via Townsquare noting the further damage to the grading from the equipment used to fix the uprooted tree. A followed up email was sent to the ******************* Team. I recevied a response that Impact has it on their to do list. On 12/18/24 a third request was sent followed by another email. As of 1/12/25 I have yet to hear back as to when the lawn and grading will be ***aired. I Sent emails, opened tickets, communicated my concerns to the office and yet no response as to when the damage that Impact is liable to ***air will be done. Im asking the BBB to mitigate the situation with Pulte Group as to what steps and when (ie dates) will be taken by Impact to ***air the grading and lawn damage done to my property. It is very frustrating and I have been very patient with the Property Managment team at this point. It should be noted that my quarterly *** **** are now at $1,011.76 per quarter and dissappointed in the lack of customer service received here.

  Business Response

  Date: 02/07/2025

  *** Director responded to Homeowner.  See below

   

  Hi *** ********,

   

  A copy of your BBB comment was shared with me.  Please allow this as an opportunity to serve as response. 

   

  First and foremost, I apologize for the time it took for you to receive a response.  I have had an opportunity to review your concern and have spoken with the Property Manager and Impact Landscaping.   I also understand Impact Landscaping and the Assistant Property Manager conducted an inspection earlier this week.

   

  Impact will be happy to fill in the ruts with sand and will re-sod as needed; however the underlying issue appears to be the grading in the backyard and without resolving the underlying issue, the water may still pond and could rut again in the future.  Following closing on your home, I see you added a pool and trees to your backyard and shrubs to your side yard.   Based upon site inspections and photos there does not appear to be enough pitch from your backyard towards the lake maintenance easement (which would assist with water leaving your property).  During a site inspection, it was also noted your rear yard of higher than the adjacent lots. This was likely caused when the pool was installed, and there are also multiple large trees installed behind lanai. Small ruts caused by mowers or even those caused by a loader when standing up a fallen tree are not going to change the grade of an entire backyard.

    

  In summary, the *** and Impact are happy to repair the ruts, however since you made modifications to your rear yard, you are responsible for the grading.   If you would like the phone number of a grading contractor to assist you with the re-grading of the backyard, we are happy to provide you with one and you can contract directly with that contractor.

   

  You are welcome to contact me or ****** with any additional questions.

   

  Thank you,

   

   

  ***** B. *******

  Director of Community Associations, *****************

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

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

  Office: ************

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased and built a Pulte home in *********, ****. We began the process during the second quarter of 2023 and closed on the home in January 2024. During the process to select our fireplace, we were given the option to upgrade our fireplace by moving it to the middle of the living room wall. Pulte charged us 2 fees to move the fireplace, which we had agreed to. However, one of the charges was for over $2,000 to surround (emphasis added here) the stone on the fireplace. We later realized after closing that what we purchased isnt what we received. We approached the business, the local leader who spoke with us was absolutely ridiculous and didnt take responsibility to craft a proper solution that works for all of us. We paid $2,215 and didnt receive anything that we paid for. We have had a desire to come to a proper resolution, but the market leader lacks professionalism and a basic understanding of what the word surround means. The definition is in the dictionary for a reason person to conclude on. We are considering legal actions if we cant resolve this appropriately. We believe that the $2,215 was stolen or not honored. Further, we believe this to be a bait-and-switch tactic which runs counter to FTC rules around unfair and deceptive acts based on the company taking payment and not working with us for expected services. We have written period as well.

  Business Response

  Date: 01/15/2025

  To Whom It May Concern: 

  On 1/2/25 a conversation was had with the Director of Construction at Pulte Homes and the customers to understand their issue with the fireplace after 1 full year of ownership. 

  The customer expressed that their fireplace was not constructed properly due to the stone only being on the face and not returning down the sides to the back wall. During the sales process, the customer chose 2 options concerning the fireplace. The first option moved the fireplace from the corner which would have created a flat angled surface between two connecting walls to centered on the wall protruding approx. 2' into the family room creating returns walls and a second option to included stone from floor to ceiling and a box beam mantle. The option states "Fireplace Surround Upgrade 3" which indicates full height stone and box beam. 

  During the course of the conversation and email prior to the call the customer made the assumption that the stone would return down both sides vs only being on the front facing wall. It was explained that the option is only for the front facing wall and not intended to be on the returns and that the word surround simply means the stone would surround the fireplace insert meaning the current application is correct. It was never committed, promised or otherwise stated in writing anywhere that the stone would return down the sides, again admittedly it was their assumption that it would. Again, this was not noticed is after 1 full year of living in the home. 

  It was and is our stance that the option they purchased for $2200 was installed fully and as intended. This would cover the cost of the mantle, stone, venting and labor to install the entire assembly. It was also explained that there was not an option available to return the stone. There were however options presented to them to provide what they wanted by way of providing the stone ***** who did the original installation to return at their expense to construct the fireplace in any manner they choose. They declined stating this was an unacceptable option for resolution. 

  We maintain that the option was installed as intended and nothing more is owed to the customer.

  Sincerely,

  ********************************************* of Ohio

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22798276
  
  I am rejecting this response because:
  the business is making up their own definition of the word surround and it isnt what a rational person would conclude.  Our position remains that they are not operating within the law.

  
  Sincerely,
  
  *** ********

  Business Response

  Date: 01/23/2025

  To Whom It May Concern: 

  The customer's rejection of our previous response and understood as it was the same stance taken during our phone conversation prior to the BBB claim being filed. 

  We hold firm to our initial response that the fireplace option was installed as intended without error. The customer has in fact received all goods and services pertaining to the fireplace in which they paid at time of purchase. 

  Sincerely.

  Pulte Homes of ****: Cleveland Division

• Initial Complaint

  Date:01/08/2025

  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 purchased a home on 11/4/22 from Pulte. Since the day we moved in we have had nothing but issues with our roofing. During the last 2 1/2 yrs we have made claims, some of which were denied by there warranty ***** We had the ridge vent inspected by there installer twice and replaced once. It continues to make noise to this day and needs to be fixed. The roof has leaked twice, we've lost just about a bundle of shingles and continue to lose shingles during less than high winds. All the step flashing is installed incorrectly and is the cause of multiple leaks inside my home. The roofers installed the dryer vent and never removed the metal screen which in turn caused the dryer to back up creating a fire hazard. On 12/20 the warranty representative and the installing contractor all came to my house to inspect the roof. They found 3 major issues that still have not been resolved. A report was supposed to be generated and sent to me , still no report 3 weeks later. My home is a covid home and there have been many roof's that have already been replaced due to defective shingle from the manufacturer. Pulte continued to install defective roofing material on there homes knowing that the homeowner will bear the burden of getting this issue resolved. I would like to have a conversation with someone from Pulte corporate since the customer care team refuses to help.

  Business Response

  Date: 01/15/2025

  Please accept this as a response to Mr. ******* ****** in regards to the complaint that was filed on 1/8/25.  We have been in contact with ********* and we have an agreed upon plan to address his concerns pursuant to our limited Home Warranty as well as a process to submit a claim to the manufacturer for further evaluation and review.   We expect Mr. ******* issues to be resolved in due course.  Thank you.

• Initial Complaint

  Date:12/29/2024

  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 have attempted to contact this company no less than three times (over a period of one year) on behalf of my girlfriend who owns a home constructed by them (i.e., Centex). Twice I went through their online contact form. I retained a screenshot of my second attempt (attachment) to contact them via this route. Recently I sent a letter by regular mail and it was not answered (attachment). I would like this company to contact my girlfriend, *** ******* (address provided below),* about flaws that manifested in the house some years ago and which I noticed not long after meeting her in late of 2022. Supposedly these issues might be covered under some sort of home owners warranty with this company. Please send me verification that this company has indeed responded and will contact her as it is obvious to me that something is very wrong. Either they are purposefully ignoring my correspondence or they are no longer in business.*Ms. *** ******* *******************************************

  Business Response

  Date: 01/06/2025

  Good afternoon Mr. ***** and Ms. ********************* accept my apologies for the lack of follow up and response from our Company about your home concerns. It may appear that you were trying to make contact through the wrong channels. Please note that the best way to submit a claim is to our centralized communication channel via email: ******************************************* Your home would have come with a 1,2-,5- and 10-year limited warranty. The 1-year limited warranty covers what I believe you are referencing in your email about drywall cracking and trim separating/settling. Repairs would have been covered in the first year of ownership, however at this time they are no longer covered by our limited warranty. The two-year limited warranty covered mechanical components, the five-year limited warranty was for water intrusion and the ten-year limited warranty is a structural warranty for the foundation and truss system, as well as any load bearing beams. 

  Based on the close date of this home, 7/09/2015, this home is 9 years, 5 months and 28 days old. You do have six more months on the 10-year limited structural warranty, but all other limited warranties have expired. If you have any questions or need to contact us, we can be reached via email: ****************************************** or local phone: ************.

  Thank you,

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

  Division Manager Customer Care

   

• Initial Complaint

  Date:12/27/2024

  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.

  When purchasing the property Pulte Sale man told me I had to pay special assessment lien on current Maricopa County property tax statement. He also said that everyone in the neighborhood will have to pay this. This turned out to be false, when I went to pay they told me they terminated this payment but than the lady changed her mind and made me pay, also my neighbor didnt have to pay this special assessment lien on current Maricopa County property tax statement. I want my money back as this wasnt my debt to pay.

  Business Response

  Date: 01/21/2025

  Dear BBB-

  Thank you for forwarding this complaint from the customer.  We reached out to the customer and discussed the following:

  -Reimbursement for a special assessment in the amount of $3,123.54 was respectfully denied for the following reasons:
  -No written request from the buyer requesting that the seller, Centex/Pulte, pay for the special assessment when negotiating terms of the purchase agreement.
  -The entirety of the closing cost incentives was used towards buying down their interest rate, in lieu of paying for the special assessment.
  -Ms. ******* closed escrow in February of 2023 and as such, the special assessment is charged as a tax bill and is the burden of the homeowner, not the seller Centex/Pulte Homes.
  

  Sincerely-

  Pulte Homes

• Initial Complaint

  Date:12/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has predatory practices. They falsely claimed that if we closed on our home that all the concerns we had about work not completed/ concerns at closing would be fixed. To understand the gravity of the problems; the first time they tried to have us close they were still installing the stove and gas range, the glass enclosure for the shower was not installed until months later, the bathroom flooded Everytime we showered or clean the bathroom due to water settling and flooding the other areas, there was/is no separation from tile to carpetIt has been more than 3 months now since they made that verbal contract now they claim they cannot do anything due to warranty running out when they had all that time to fix the problem lockbox was provided and Pulte had free access to the home at anytime. They got us to close on a home knowing they would not hold up their end of the contract and now is trying to ***** us at every turn.

  Business Response

  Date: 01/16/2025

  We have come to a resolution pertaining to customers concerns and agreement of work to be completed.  We are considering this matter closed. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22717221
  
  I am rejecting this response because:  there has not been an agreement reached as Pulte is feigning ignorance and trying to bully us in accepting new terms that will not be sufficient to rectify the issues at hand.
  
  Sincerely,
  
  Keri G

  Business Response

  Date: 02/20/2025

  We have repeatedly asked for dates to schedule some drywall touch up, paint touch **** and the address the shower threshold.  His last email to me when I followed up requesting dates and denied his request for drainage was that he will have his attorney reply and that was the last we have heard from him.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22717221
  
  I am rejecting this response because: Pulte has refused to honor their original agreement stating that adding a fence is the reason for the denial when the drainage issue is not at the fence line but at the side of the house causing cracks in the foundation and wearing the stability of the building over time. They had years to get this done but chose to drag things out and dodge or deflect when asked when they will come and finish. I have witnessed other residents getting their work done but still no progress on our home. The exterior was supposed to be painted duet all the repairs are done as well interior pint and lol Pulte does is patch a wall here a wall here using unskilled labor that creates more problems. At no time is Pulte not allowed to complete work this is a false claim that Pulte keeps repeating to once again not honor their verbal and written contract with us and I would appreciate it very much if they stop touting this nonsense as an excuse. This whole situation has been and is continuing to be affecting my health in a negative way casing my health to fail faster than normal. 
  
  Sincerely,
  
  Keri G

• Initial Complaint

  Date:12/18/2024

  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 have had terrible experiences with Pulte whenever we make requests under warranty. We were initially made aware of subfloor issues in 2022 and when we put in a request for repairs, we were told that the cracking in the floors was due to owner neglect. Fast forward several months later, we finally had someone do a visual inspection and confirmed that there were, in fact, subfloor issues. When the flooring company was sent out to make the repairs, they did a horrible job. Please note that it took a year for Pulte to send them out to make the repairs. Once the repairs were made, the contracting company left messy caulk and grout everywhere. They did a very poor job. Pulte then requested for them to come out and fix it. Well, here we are, almost another year later, and the issues still have not been fixed. The current service manager is still not willing to help. I have maintained all emails of all of the dates that we've made requests, and we are still being refused help. Our experience has been that honoring things under warranty as well as things discussed during the repair process is something that this team has continuously tried to avoid, and when fixes are made, they leave you with this quality of repairs. The response we received in reference to the photos below was "The grout spots will come up easily with water and some light scrubbing." Given that we waited a year for these repairs to take place in the first place, it is very upsetting that we are still being met with these types of responses.

  Business Response

  Date: 12/30/2024

  We are sorry to hear of the experience and quality of work that was performed on this repair. A Pulte representative has been in touch with the customer with a plan to address the quality of work exhibited in the attached photos. We understand that repairs are scheduled for January 13 between 8am and 12noon. Again, thank you for bringing this to our attention.

• Initial Complaint

  Date:12/13/2024

  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.

  Bought a new build with Pulte 9/2023: No one lived in the home until 11/1/2023:Had the one year inspection 8/23 and found one AC needed over 2 tons of refrigerant, to help cool down the home. I placed a service request 8/22/23 also the day of the home inspection. Placed several phone calls and emails to have ac repaired. AC was "looked" at 10/16 did not run any test, then came back 11/13 and said no leak was noted, unsure what test was done. I paid over ****** for a repair on an AC that was less then a year old. Part of the home had ZERO insultation. Insulation was added on two different occasions, due to areas missed. I am still not sure any has been added to my garage. Per my home order extra was charged for garage insulation. This along with the ** not working well added up to over ****** electric bills to keep the home at ***** degrees. I have been told multiple times that some type of reimbursement would be given, but have yet to see any. Back yard view fence was unstable and per the home inspector an emergent matter to have corrected. I sent this information to the warranty contact ** after the inspection. On Sep 12th I was informed it was an *** issue. I reached out to the *** several times to have the wall addressed. Now 3 months later I am being told it is not under warranty, and I will need to have the fence repair at my expense. The front yard was landscaped by Pulte and the rock is uneven and bare in multiple areas. I was told the home is over a year old and can not be correct. Pulte was informed on our 1 year walk through 9/23. The stucco has needed to be repair 3 times, I have not seen the latest repairs. Multiple areas or lath/wire or uneven areas. Basically if the area is not taped it is not repaired. Why in a new home under 1 year old am I needing to replace a block wall, and pay over ****** in an AC repair on a new unit, and place more rock in the front yard?

  Business Response

  Date: 12/31/2024

  Dear BBB-

  Thank you for making us aware of this matter. Our team is working directly with the customer on the items of concern. We currently have warrantable items scheduled for repair in the coming weeks. We will continue to work with the customer until the covered items are completed.

  Sincerely,

  Pulte Customer Care

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

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

• Initial Complaint

  Date:12/04/2024

  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.

  We purchased a new home from Pulte Homes in December 2021. In anticipation of very cold weather this week we decided to turn off the outside water. Unfortunately, that action also cut off the water to our refrigerator. I contacted the warranty **** and was told since plumbing issues were covered for 2 years our warranty had expired and offered the name of a plumber. I understand the need for warranty periods, but how were we to know that the refrigerator water supply line was not properly connected? I feel Pulte Homes should acknowledge that a mistake was made during the building of our home and should take the responsibility to correct.

  Business Response

  Date: 12/06/2024

  Whereas it is true that the warranty has expired, we actually have a provision for exceptions in our process for items like this though we missed it in our communication. We are certainly glad to take care of this and will be reaching out to the customer to take care of  

  Customer Answer

  Date: 12/06/2024

   
  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,
  
  ********* ********