ComplaintsforD.R. Horton America's Builder

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The breaker box is bad and has been since day one. It has failed inspection and should have never been able to close on the house. Now I am having **************** issues and having to pay out of pocket. I have the inspection reports and it wasnt ever fixed. I just want my panel fixed the right way.

  Business response

  04/19/2024

  We appreciate the customer making us aware of their concern.A division representative met with the customer to assess her concerns. The customer provided documentation that showed the electrical inspection successfully passed prior to the issuance of the Certificate of Occupancy and the home closing. The customer hired an electrician to replace three breakers, this voided the warranty provided by D.R. *********************** There is no warrantable work needed and D.R.Horton has closed this matter.

  Customer response

  04/19/2024

  Complaint: 21591400
  
  I am rejecting this response because:

  Warranty was already out prior to hiring the electrician, the house was purchased 9/22 and it is only a year warranty. There was no warranty left and there was no electric in part of my NEW home. Im not really sure what ********************** thought I should do because they didnt respond to my messages. I had no electricity with two kids and being pregnant. I had no other choice but to hire an electrician to fix my problem while I waited for DR ********************** to fix the bigger problem that has already failed it inspection at this point I do believe that somebody was paid off to pass inspection because it was not fixed properly.  ********************** would not respond to my complaint and I had no power in my house for four days before I hired an electrician. ********************** should not only have to pay for my panel THAT FAILED but for the electrician. The only way they even knew the breakers were fixed was through this complaint, they didnt respond until they got a BBB complaint. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wrote a property sales contract back on March 19 to purchase a townhome at the address of *********************************************************************************. The Property is completed and already had a certificate of occupancy.however in the contract I noticed there was no actual closing date and when I questioned it, they told me that is how they write all of their contracts, regardless of whether or not the home is completed. I finished the loan process per their contract and had a loan approval within 10 business days as required. The loan is finished except for the title work, which the company refuses to provide so that my loan company can generate my closing document for review as required by law for three days. I asked to close in ***** after getting an email saying my closing would be *** 8. after having this discussion with the area sales manager named ************ was informed I could close in ***** since the loan and property were completed. They are now refusing to give me a actual closing date in ***** and refusing to give me the title commitment so that the loan can generate the closing document as needed. I reached out to DR ********************** at the Texas level on multiple occasions and have received the same response. We will send an email to ******* as of this date. I still do not have a actual date in *****. I believe they are sandbagging this closing for *** since they more than likely already have enough closings for ***** and are just simply stalling for time to close in *** rather than honoring what they told me which was I would close in *****.

  Business response

  04/16/2024

  We appreciate the customer making us aware of their concern.D.R. Horton strives to ensure each home is Move In Ready at time of closing. That process includes having our home buyers walk through the completed home to ensure their satisfaction, and document with any remaining touch-*** that *** be needed. The customer is scheduled for this walk on April 18. Once this process is completed, we can assess if the closing date can be moved forward. This has been communicated to the buyer.

  Customer response

  04/16/2024

  Complaint: 21562291
  
  I am rejecting this response because: I was told by their area sales manager back on April 9, that I would be closing in the month of April all Im asking for is an actual date so that the loan can proceed according to that date.  The home had is ** back in March. There is no reason to expect the home not to be ready to close in April. I did a home inspection more than a week ago. They are fully aware of the homes condition. They are refusing to provide a date.
  
  Regards,
  
  ***************************

  Business response

  04/16/2024

  We have reviewed the customers comments, and our original response stands. We have nothing to add. 

  Customer response

  04/16/2024

  Complaint: 21562291
  
  I am rejecting this response because:  The builder refuses to give a closing date.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home was built in 2018, and we closed 2019. There is no reason for the paint to be pealing completely off. Its not just my home, but several in our subdivision and the homeowners are going to be fined for this lack luster service. If it was just one home, not so bad, but several over 25 homes with the same problem is ridiculous

  Business response

  04/11/2024

  We appreciate the customer making us aware of their concern.The customer originally closed on the home January 18, 2019, more than five years ago. Proper homeowner maintenance recommends repainting the exterior every 5 7 years depending upon the climate, orientation to the sun, etc. As this is a typical homeowner maintenance activity D.R. *********************** respectfully, denies the customers request.

  Customer response

  04/11/2024

  Complaint: 21537025
  
  I am rejecting this response because:
  The date of closure is incorrect and painting a new home is ridiculous when EVERY home in our subdivision is as such, even the new phase which is 2 years old. There is no way this one layer of paint should last 5 years. Our next step is to file a class action lawsuit. I closed on this home on 1/19/2019 and as the picture shows, even the wood is separating. Poor craftsman and shoddy work.
  Regards,
  
  ******************

  Customer response

  04/11/2024

  Complaint: 21537025
  
  I am rejecting this response because:
  The date of closure is incorrect and painting a new home is ridiculous when EVERY home in our subdivision is as such, even the new phase which is 2 years old. There is no way this one layer of paint should last 5 years. Our next step is to file a class action lawsuit. I closed on this home on 1/19/2019 and as the picture shows, even the wood is separating. Poor craftsman and shoddy work.
  Regards,
  
  ******************

  Business response

  04/11/2024

  We have reviewed the customers comments, and our original response stands. We have nothing to add.

  Customer response

  04/11/2024

  Complaint: 21537025
  
  I am rejecting this response because:
  
  Regards,
  
  ******************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of actual findings 2019 proved of negligence was March 27, 2024:Upon purchasing my home DR ********************** made many mistakes with my home and the safety of our family. The first day we moved in DR ********************** forgot to connect our main gas line, causing the leaking of gas throughout our home, putting my family in immediate danger, and they took no accountability. Secondly, DR ********************** did not remove dangerous debris left in our backyard that caused a cut to my leg (******), they offered to pay to fix the backyard but then retracted after they talked to their lawyers. In March 2019 ****** (homeowner) told ***** and ***** the customer service representatives about mounds in the floors and carpets. ***** came in and said it was the padding in the carpets and the linoleum it was bubbles. The linoleum downstairs was replaced, it was too awful to look at, so I the homeowner replaced the entire bottom level of the home, it was dangerous and DR ********************** only patched things. Leads us to the carpets upstairs, ***** came in with a hammer and smashed the mounds down saying it was the padding that might be defective, and the mounds flattened, so we left it at that, they did not look into the mounds or what it was, but just flattened it with a hammer. On March 27th, 2024 I found a contractor who inspected the carpets upstairs, and he was stumped, he was curious to see what those mounds were, so he cut through the carpet. To our surprise, it was all the debris left behind by the builder, a pink powder-like substance with shavings of some kind. The amount of substance was beyond explanation, so I contacted DR. ********************** (*****) and he sent a letter that the problem was vacuuming!!! I vacuum, every day using a *****. I have proof of the damage, and I had to replace the floors, there are still mounds in the bedrooms that need to be replaced and repaired, and DR ********************** should do it and repay my damages. My child now has rashes due to the carpet and that substance, after doctor confirmed it.

  Business response

  04/10/2024

  We appreciate the customer making us aware of their concern.The customer originally closed escrow on the home March 12, 2019. We reviewed each warranty request that has been submitted since closing and found each was resolved in a timely manner, consistent with the homes warranty.  We have explained the home warranty coverage to the customer. The customers request for carpet repair has been denied as it is outside of the warranty period. There are no outstanding warrantable repairs,and this matter has been closed.

  Customer response

  04/17/2024

  Complaint: 21527873
  
  I am rejecting this response because:

  I am not accepting any of the responses from DR *********************** they sent me a personal letter talking about vacuuming. The debris found is a danger to my children, and now the BBB is closing the case because I did not respond to what? There is no resolution, and there is no accepting any of their nonsense. I am reaching out to FRESNO COUNTY code enforcement, and complaining about this. Your service is no help at all. Why tell people to complain, and all we get back is a letter telling me to vacuum is the debris and mold was found under the carpet pad!!! Reach out to me asap. 
  
  Regards,
  
  *************************

  Business response

  04/17/2024

  We have reviewed the customers comments and our original response stands. We have nothing to add.

  Customer response

  04/17/2024

  Complaint: 21527873
  
  I am rejecting this response because: Dr ********************** has screwed our family from the first day we moved in. Now my child needs medical care for their negligence 
  
  Regards,
  
  *************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our home May 16, 2023. Last summer we noticed our yard was not draining properly. We contacted DR ********************** on August 1st. We never received a real response other than the person in charge of the issue was out of the office and he would contact us and come inspect our property. This never happened. Life honestly got in the way and we did not reach out until the beginning of March 2024 to make formal complaints with our town and the builder. My property is having a major issue with the grading and swale of our property. It also affects our neighbors at *************** who have been in contact with you as well. The town has come out and confirmed that this is the grading that is on my survey. However, they also confirmed that it should not be holding water like it is. After trying to contact the town multiple times for a follow up we do not have any update. My land is wet for more than 72 hours after a rain event. My lawn was actually still wet and water was seeping out of the ground 6+ days after. Furthermore, my lawn is now growing mold, algae or some type of fungus in the swale of my yard. Our water should drain to our drainage easement that is on our property. The swale across the middle of my yard instead creates a river. My poor dog needs to be towel dried every time he comes in, which should not be. I can't let my 3 year old daughter play in the yard due to the ground being soggy, wet, and slippery. She has fallen multiple times and I'm afraid she is going to get severely hurt. We cannot fully enjoy our backyard and it is unfair that DR ********************** did not appropriately grade our backyard to our benefit. This needs to be rectified immediately. The grading of our property should be redone to allow the water to drain to our drainage easement and allow our property to be dry, as well as our neighbors that this also effects. I understand that engineering went into the grading, but it is clearly not effective.

  Business response

  04/11/2024

  We appreciate the customer making us aware of their concern. The warranty coverage pertaining to drainage has been explained to the customer. D.R. ********************** has agreed to evaluate the customers concerns after the weather breaks for a period of time that will allow a valid assessment to be conducted.

  Customer response

  04/11/2024

  Complaint: 21521056
  
  I am rejecting this response until the issue is resolved.  It is not mine or my husband's responsibility to spend thousands of dollars to fix this.  
  
  Regards,
  
  Carly & *******************************

  Business response

  04/11/2024

  We have reviewed the customers comments, and our original response stands. We have nothing to add.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, There is water that sits/pools in our backyard after it rains for 48+ hours. According to the town and DR *********************** own handbook, water is not supposed to sit in a yard for over 48 hours. We complained to DR ********************** about this issue on several occasions (written records for every incident). 7/27/2023: The representative sent from DR ********************** came and acknowledged that there was pooling water on our yard but falsely said that Dr ********************** was not obligated to do anything about it unless it was sitting/pooling there for 3 or 4 days. 3/1/2024: A representative from the town came out for something unrelated and noticed that there was pooling water in the backyard. He informed us that water is not supposed to sit in a yard for 48+ hours. I sent a written communication with pictures to DR ********************** about this issue. They followed up with a phone call and sent someone to check on the yard. 3/16/2024: A representative from DR ********************** came to inspect the yard 48+ after it had rained. The individual acknowledged that there was sitting/pooling water in the yard. They said that theyd reach out to us shortly. 3/22/2024: I sent DR ********************** a request for an update. They responded to me as if they were not tracking the issue at all and requested pictures (despite their rep already taking pictures on 3/16). I sent them more pictures. 4/2/2024: I asked them for another update, but they have yet to respond. It appears to be under warranty based on their own documentation (the documentation says that "extended period of 48 hours is allowed"). We are still within our 1-year warranty. I have around 3-4 months of photos to show this issue (shared with DR **********************). I attached a snip of DR **********************'s warranty and a bunch of photos. One of the photos is how it looks within 24 hours, but the others should be 48+ hours. I'd like DR ********************** to fix this issue.

  Business response

  04/11/2024

  We appreciate the customer making us aware of their concern. The warranty coverage pertaining to drainage has been explained to the customer. D.R. ********************** has agreed to evaluate the customers concerns after the weather breaks for a period of time that will allow a valid assessment to be conducted.

  Customer response

  04/11/2024

  Complaint: 21518704
  
  I am rejecting this response because: DR ********************** already inspected the backyard and determined that there was sitting / pooling water for 48 + hours. It seems as though Dr ********************** did not like the results of this inspection, so they want to come back and reinspect. DR ********************** will likely attempt to time a second inspection around environmental conditions that do not reflect the problem that has persisted for months. 

  DR ********************** also never told me that they want to reinspect the yard at a latter day. DR ********************** asked me to provide time stamped pictures of sitting water for 48 + hours for months other than February and March. I sent them photos from September and April.

         An inspection report from March ***************************************************************************************************** some areas. The inspector also noted that the sitting water poses safety risks to occupants of the property, increasing the risk of diseases and slips, trips, and falls.
         A town inspection determined that water was sitting / pooling in the backyard 48+ hours after it rained. 
         A March 1 inspection by representatives from DR ********************** confirmed that there was sitting / pooling water present in the yard for 48+ hours.  
         Timestamped photos that show sitting / pooling water for the months of September, February, March, and April. There was also sitting / pooling water in October, November, December, and January but unfortunately no photos from then. However, I think four months of proof is sufficient.
         Timestamped photos that show the oversaturation killing the grass in July and August.
         Three separate warranty requests to fix the issue July and two in March.  
         DR ********************** has provided two separate lines of rational for refusing to fix the issue. As of April, the reasoning was due to heavy rain. In July, it was verbally said that the water would need to sit for 3-4 days before Dr ********************** would fix the issue (by the representative that was sent to my house to investigate the issue). 
  

  
  Regards,
  
  ***************************

  Business response

  04/11/2024

  We have reviewed the customers comments, and our original response stands. We have nothing to add.

  Customer response

  04/11/2024

  Complaint: 21518704
  
  I am rejecting this response because: I will take this as acknowledgment that DR ********************** A) Plans to reinspect at a point of time that does not represent the issue (because they don't like the results of the first inspection) and B) They falsely claimed that they told me that they planned to reinspect at a later date (all correspondents have occurred via email so feel free to share).
  
  Regards,
  
  ***************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband and I signed a purchase contract with a financing clause in the ******** subdivision in *******************, ** and put down a deposit of $40k. We were initially approved through the lending arm of D.R. ********************** (DRI Mortgage). The financing clause indicates that if financing is not obtained, the builder can cancel the contract and the deposit is to be returned to us. After receiving initial financing approval, we both lost our jobs and therefore expected our mortgage approval would be revoked, which should have resulted in the refund of our deposit money based on the financing clause. Instead, they are attempting to cancel our contract without returning our deposit. We do expect the contract to be canceled, as we can't reasonably expect to qualify or afford the mortgage. However, we also expect a refund of the deposit, given that there is a financing clause in the contract.

  Business response

  04/08/2024

  We appreciate the customer making us aware of their concern. As loan approval was received, the customers ******* money deposit was retained in accordance with the terms of the executed purchase agreement.

  Customer response

  04/09/2024

  Complaint: 21501906
  
  I am rejecting this response. Their response referenced the loan being approved. This contradicts the contract termination letter dated April 3 that we received from D.R. ********************** (attached 'Termination document.pdf') stating that "The Purchase Agreement between "Seller" D.R. ********************** **** and yourself as "Purchaser' is being terminated for the following reason. Financing contingency has not been satisfied within the time frame allotment referenced in the agreement".
  
  If the loan approval was still valid, then how could the contract be canceled by D.R. ********************** for not meeting the financing contingency?
  
  Furthermore, nothing in the financing contingency section of the contract mentions the ******* money can be retained by the seller if the contingencies are not satisfied within the specified amount of time. In fact, per the following excerpt, it states the escrow should be returned to us: "Seller may require the satisfaction of those contingencies within forty-five (45) days of the date of the Loan Commitment Letter and terminate this Agreement if those contingencies are not waived or satisfied within that time; in which event, the ******* Money shall be refunded to Purchaser".
  
  Based on the contract termination letter we received and the financing contingency in the contract, the ******* money should be refunded to us. It's just that simple. The fact that D.R. ********************** gives contradictory reasons for why they want to retain the money shows they are grasping at any justification to keep our money, regardless of whether they have valid claims to do so. In fact, they put the house back on the market for $5,000 more than was in our contract, so they can't argue that any harm was done to them by keeping the property off the market.
  
  The people responsible for making this decision should feel ashamed for trying to take advantage of us in this situation.
  
  Regards,
  

  Business response

  04/18/2024

  D.R. ********************** has further evaluated the customers complaint and has decided to refund their ******* money deposit. The refund is in process and may take 45 days with the refund being made directly to the purchaser.

  Customer response

  04/18/2024

  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.
  
  Regards,
  
  ********************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AWFUL EXPERIENCE FOR NEW HOME BUYERS! I purchased a new build January 4th 2023. The day of my closing I contacted the builder after noticing a crack in the concrete of my driveway. I have been told they would take care of this under my 1 year warranty from the builder as well as the customer service representative **** for the entirety of my 1 year home warranty. I have a dozen email and text threads communicating my service request and I have been blown off time and time again. I am now on month 15 of owning my DRHorton home and was told for the very first time that it was determined that DRHorton would not be responsible for fixing my cracked driveway. I have text messages and emails where they have stated the damage came during the construction of other homes being built. I have also had other services scheduled with DrHorton for painting repairs, where I have had to miss an entire day of work and no one ever showed up to my home. When I contacted my customer service representative he put the blame on the paint company and said "im not sure why they didnt show up". I was not contacted by ******* again but instead contacted by the painting company. When I asked the vendor why they didnt show up for my appointment, I was told that it was never scheduled prior and they just received my request right before reaching out to me. I have attempted to escalate my requests and discuss my terrible experiences with ****** who I am told is a leader. It has been 5 days since we have discussed my concerns and once again I have not been contacted to discuss ANY resolution. This company was outstanding when I closed on my home and asked MULTIPLE times for a positive review, however when I have requested their assistance and communication they have dropped the ball time and time again. It has now been over two weeks since I have spoke to a manager and Ihave not been contacted with any resolution or update.

  Business response

  03/28/2024

  We appreciate the customer making us aware of their concern. A division representative is in communication with the customer and working to ensure this matter is brought to its appropriate resolution.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2024, I purchased a home in the ******* **** subdivision of ******* ** during the final phase. During the walkthroughs with my Independently assigned Dr Horton inspector, a Dr Horton Superintendent, and my sales team, I was told that Dr Horton would come through and finish up the community spaces (see attached picture) now that the homes were done. I've reached out several times since seeing the last homes close, and told that it would be taken care of. Now, the Superintendent just doesn't answer, and both my sales team and the local Dr Horton office say that it has become the responsibility of the HOA (which is still run by the Dr Horton chosen company). I want Dr Horton to just finish the work they committed to, both to me and I imagine to the **** ** ******'s community planning division, as I would imagine this is a potential erosion issue.

  Business response

  03/28/2024

  Thank you for contacting D.R. Horton with your concerns regarding the drainage easements in your community.  D.R. Horton is in the process of addressing those areas.  

  Customer response

  03/28/2024

  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.

  However, it's clear that they should revisit their communications process, as I was told by every contact I had, that it wasn't happening.

  it was taken care of today.

  
  Regards,
  
  ******* ******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Close on my house on march 27, 2023, had issues within months of moving in, was told to hold on until 11 month inspection and now a lot of the issues are not covered by the warranty i was promise to close on the house.The dividing fence build by the builder the post are just buried on dirt with nothing to secure it and they don't want to correct the issues, have cracked bricks on the side of the house and the ** evaporator pad is eroding away due to improper build and warranty wont cover it.toke over 3 months to get small issues covered, just want the warranty promise to get me to close on my house.

  Business response

  04/02/2024

  We appreciate the customer making us aware of their concern. A division representative has reached out to the customer and has begun scheduling repairs that were agreed to. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

*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. ↩