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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to address unresolved issues with our newly-built single-family home, purchased from DR ********************** on March 13, 2023. Despite submitting warranty requests, two critical issues remain unaddressed, and we urgently seek their assistance in resolving them.1. Kitchen Pendant Installation (Ticket #*******):Our kitchen pendant light is improperly installed, deviating from the perpendicular alignment to the floor. While the builder acknowledged the issue, they have refused to adjust or repair it, citing damage.It is essential to note that the pendant light is situated above our kitchen island, making it nearly impossible for us to access or tamper with it. We request immediate rectification.2. Black Mildew Stains on Roof Deck (Ticket #*******):During a home inspection conducted on February 20, 2024, black mildew stains were discovered on the roof deck beneath the *****.Contrary to our expectations, the entire roof deck, including ***************** roof, is affected. The third-party inspection, performed by a state-licensed inspector, explicitly states that the roof deck was inadequately painted, leading to the mildew stains.We firmly believe that this issue falls squarely within the scope of warranty coverage and is not merely environmental in nature.Attached Evidence:- Inspection Report: We have enclosed the official inspection report highlighting the mildew stains and their cause.- 2 Close-Up Photos: Additionally, we provide two close-up photographs illustrating the severity of the issue.We request that DR ********************** promptly address these concerns by repairing the kitchen pendant installation and addressing the roof deck mildew stains (remove mildew & repaint).

  Business response

  04/19/2024

  We appreciate the customer making us aware of their concern. A division representative has reached out to the customer to assist with the matter.

  Customer response

  04/23/2024

  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

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Good afternoon, My name is *************************************, I am currently under contract for a home built by DR *********************** Due to circumstances your preferred lender DHI Mortgage was unable to get me secured with a home loan I was denied on April 10, 2024. And when I called to let ************************* know he said he needed to speak with them which my Loan processor ***************** informed me that he had already sent ***** an email with this information. Besides that we accepted the denial and asked for my ******* money back and *************** seem to contact someone we will be going with a different builder and lender and they asked for a termination contract which *************** seem to provide says he has to wait for his boss. When in reality there is someone you can go over to get the documentation I am requesting. I need to close on a home prior to 5/1 and with the way they are tip toeing around I will not do that I either need a new home of MY CHOOSING and with a lender of ALSO my choice not someone that the manager is trying to force me in because he doesnt want to transfer. Or my ******* money back within 7-10 business days with the documentation that I requested so that I can go with ****** ! If no response is received by EOB 4-12-2024 I will be obtaining an attorney and we will go from there. I can be contacted at ************* Thank you, ******

  Business response

  04/16/2024

  We appreciate the customer making us aware of their concern. The sales contract on the home has been cancelled and the refund of the customers ******* Money Deposit is being processed consistent with the terms of that contract.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few weeks ago, we heard 3 loud pops in our home. It took us a few days to discover the cause of the pops were 14 tiles that had cracked in a diagonal line beginning from the tub in one of the guest bathrooms into the adjacent bedroom. We believe these cracks are due to an underlying structural defect in the construction of our home which we closed on 5/23/22. We submitted a warranty ticket to DR ********************** but they referred us to RWC and extended warranty team who said they were not responsible. We would like DR ********************** to replace the cracked tiles and also identify and fix the underlying issue which caused the tiles to crack. Also, we have multiple outstanding warranty items that were submitted in May 2023 that still have not been addressed.

  Business response

  04/16/2024

  We appreciate the customer making us aware of their concern.A division representative is in communication with the customer and is working with our tile installer to assist with her repair.

• 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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the ****** ****************** a rental community owned and run by DR *********************** on Feb 14 2024 to see about renting a townhome. After going over details with the on site agent and being extremely open and upfront about potential hiccups with credit and income, I was assured time and time again by ****** that she had 100% choice over who she brings in and all that would be required was a higher deposit. So after discussion with my realtor we decided to go ahead and put in an application along with a $350.00 rental deposit that would be credited back upon approval. The next day I received a letter of denial from an outside agency and ******* repetitive response was that she had no control over this decisions, despite assuring me before I applied that she did, and there was no information or help she could provide. Fast forward to Feb 23 2024 I received an email stating I would be receiving a refund for $250 of the $350 deposit and it was being sent out. On Mar.6 2024 I emailed as I had not received a check and was informed it could take ***** days from time of notification, but after checking with accounting I was told a check had been cut and sent. I waited some time and had moved from the address they had on file so reached out again Mar 29 2024 to check inas no check had been received. After emailing back and forth multiple times and discovering no check had ever been sent, I was informed that the updated my address and cut another check that would be sent by Thursday April 4 2024 and the latest and I have yet to receive anything. I have days and days of emails stating it was being worked on as well as them informing me that they could not provide any tracking information to me for the check as it was not mailed that way. The property manager contues trying to cut my realtor out of the conversation to just deal with me and not them despite my continued adding them back into the emails.

  Business response

  04/11/2024

  We appreciate the customer making us aware of their concern.We have confirmed the customers check was delivered April 11, 2024, via ***** and this matter has been closed.

  Customer response

  04/11/2024

  Complaint: 21562133
  
  I am rejecting this response because:
  The package was not delivered to my apartment.  I have photos of the confirmed delivery of the package as well as a photo of my apartment front door(the only publicly accessible entrance to my unit).  They clearly do not match and my complex is all privately owned building so I have absolutely no way of knowing exactly where this check was delivered to.  
  Regards,
  
  ***********************************

  Business response

  04/16/2024

  We confirmed the customer received the refund check April 15, 2022. This matter has been resolved.

   

• 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,
  
  ***************************

*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. ↩