Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a home with Pulte in 2021. From the very beginning we have had issues with the flooring on our first floor which may be attributed the the freezing and thawing of snow/ice while the home ***** not under roof. From the start of our flooring issues I requested that Pulte take up all the flooring and fix the subfloor so we would not have the same issue reoccurring. I was also advised by the flooring company Pulte used to install the flooring that this would be the only way to fix the issues properly. Pukte and it's representative ********* ********* refused to do this. Since then Pulte has been out multiple times to fix the same issues unfortunately everything is always drawn out with Pulte as the will not follow up with you. I have to call and email multiple times to get a response. With the latest recurrence of the issue I asked if they would like to come to sma settlement on the flooring which they declined. I then asked that they again come out to fix the floor again. They asked me to take a picture of the issue. I explained that it is difficult to show the issue and that it is the same issue that we have had and they have fixed multiple times. They refused to come out and to see it in person. After no response to multiple phone calls/voicemails and emails theybfinally emailed me and said they will not fix the issue. If this was an issue that first showed up 3 years after I bought the home I would understand but not fixing it but this is the same issue over and over again. Pulte implores ignoring cluent calls and emails to prolong everything and hoping the consumer will go away. Again, I just want fixed what has been an issue from day one or settle with me so I can bring in my own flooring company to correct/fix/replaced so I no longer have the issue.

  Business response

  12/05/2024

  To Whom It May Concern: 

  Please let this serve as our formal response to the customers concern with their hard surface flooring specific to the pantry closet located adjacent to the kitchen.

  To clarify, this home is located at ****************************************************** with a closing date of 3/25/21 making the home 3 years and 8 months old. During this time frame repairs have been made to the flooring within the home. Some repairs were related to the sub-floor containing generalized squeaking and others made to the *** flooring itself. Both the *** and sub-floor squeaking are covered under warranty for a period of year, starting with the close date. 

  April of 2022, March of 2023, August of 2023, and finally February of 2024 various repairs were made to address the customers concerns related to squeaking and the *** itself. The additional repairs were made in the spirit of customer satisfaction despite being outside the warranty period of 1 year. Additionally, based on the report dates and repairs this issue appears to be seasonal in nature. The applicable warranties specific to these repairs expired on 4/25/22. Below are the applicable warranties in this situation:

  16.2  Floor Squeaks or Pops The Builder will take corrective action to eliminate loose flooring and minimize squeaks on a onetime basis within the first year of the Limited Warranty. However, absence of squeaks is not guaranteed.

  16.5  Hardwood Flooring Gaps: Gaps between hardwood floorboards normally fluctuate in areas where relative humidity varies substantially. The Homeowner is responsible for maintaining proper humidity levels in the home to minimize gaps between hardwood floorboards. Where gaps exceed 1/8 inch, the Builder will repair for a period of one year. 

  In the most recent instance brought forth by the customer their concern did not meet nor exceed either of the above listed criteria despite being outside of warranty coverage which led to the request for repair being declined. Any concerns at this point would need to be directed back to the manufacturer of the flooring which in this case is **** Flooring.

  Sincerely;

  Pulte Homes of ****: Cleveland Division

   

  Customer response

  12/11/2024

   
  Complaint: 22633720
  
  I am rejecting this response because: The repairs have never been completed properly.  Members of the flooring company that Pulte employees has advised that the only way to properly repair the floors is to take up all the flooring and ensure the subfloors have been properly fastened below the flooring.   A glue was used that should not be used in certain temperatures.  My flooring was exposed to repeated freezing and thawing thatbwould compromise the adhesive used.  Intiitiallly Pulte refused to sladdress any issues until our 11 month walk through.  The reason they do this is so there is no time for the issue to reoccur during the 12 month warranty period.  They have continued to do fixed the last are only temporary to push them to a point where they implore the oit of warranty tactic.  The time it has taken in between the reoccurring issues is due to Pulte and their representatives taking ridiculous amounts of time to respond.  I have to email, call and leave multiple messages to get a response from them.  Again imploring a tactic in which they hope that if they ignore you, you will just go away.  If it wasn't a legitimate issue they would not have addressed this reoccurring issue in the past.  As mentioned I have asked if they would like to come to a settlement so I can have this repaired properly but they have refused.  I built a new home versus an existing home so I did not have deal with these type of issues.  Again if it was an issue that occurred afterboutb12 month period I understand not fixing this but this has been an issue since we moved in and I addressed it early.  Pulte did not want to address until our "11 month walk through" along with only temporary fixes versus a long tem fix and their painfully longbtime to respond/return calls and emails has extended time period of time.  I am happy to provide all of the substantial documentation supporting all of the points i made above.
  
  Sincerely,
  
  **** ********

  Business response

  12/15/2024

  To Whom It May Concern: 

  It is understood the customer may not agree with our stance however it is accurate based on the performance standards set forth by The Warranty.

  The customers rejection states that flooring repairs were held until the 1 year walk which is accurate. This is done with all homes to allow each home to go through the different heating/cooling seasons and not in attempt to deny coverage. The Warranty explicitly states floor squeaks will be addressed on a 1-time basis, that can be done as soon as it is reported or at the 1-year walk. Either way the warrantable obligation is for one time, which has been honored and met.

  Additionally, the customer stated that the only true fix would be to remove the floor and properly secure the sub-floor. With respect to the pantry, which is the only area currently in question, that has been done. The *** flooring within the pantry has been removed along with the subfloor and replaced. As stated in the previous response, any and all applicable warranties concerning the *** flooring have expired however the customer can if they choose work directly with the manufacturer for any further warrantable concerns.

  It is our stance that we have gone above and beyond the standards of the warranty in this instance. 

  Sincerely,

  Pulte Homes of ****

• Initial Complaint

  11/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sales staff gave me keys to a villa after collecting 246+ dollars and told me to use my GPS to get there. I tried to open the garage door with the opener I was given, but it did not have batteries. I walked into guest villa and found every door in house closed. No welcome. I opened every door in house to make sure I was safe. I felt lonely so thought Id try the restaurant to see if I felt better since I had been given a 25$ meal ticket. No address, no directions, asked a couple on the sidewalks, they didnt know. So I went back to ********* (where the sales lady had pointed me the door to go out if I wanted to see models). I asked for my money back because I felt lonely and lost and had not even carried in my suitcase. The lady at the desk said it was against their policy to return money. (Really? Theyd been through this before and didnt rectify situation?). That started the process of asking for my money back. Ive told several people in my community about the situation since they move from here to ********* and **********. They are appalled over not returning my money. The sales lady told me I could have half back and that the check should have arrived awhile back. It did not. I now request a full refund.

  Business response

  12/06/2024

  Dear BBB-

  Thank you for making us aware of this customer concern. Upon receipt of this complaint, we have spoken with Ms. St. **** to obtain feedback on her experience and have worked with her to resolve the issue.  A refund of $123 was already in process and to be delivered to Ms. St. **** by Wednesday, December 4th. Additionally, we have approved a refund for the remaining amount of $123.92. This refund is expected to be processed and delivered to Ms. St. **** within the next two weeks.

  Again, we appreciate you making us aware of this customer contact and will continue to work with our customer to ensure the refund is received.

  Respectfully,

  Arizona Division Sales Department
  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The new home was built, and closing was 9/21/22. I am the original owner. In May 2023, I contacted the builder to advise that my driveway was slipping, and the surface was peeling off. The builder had a concrete company come out to resurface the driveway. June 2024, I contacted the builder again as we were having same poor-quality issues with the concrete driveway again. A concrete company came out to repair it. I contacted the builder on 11/22/24 to report the same issues as back in May 2023 and was told to contact the concrete company. I contacted the concrete company and spoke with the warranty department; they advised that they offer a 1-year warranty on their products. They told me to contact the builder to have them request the repair. The builder (Pulte), ******* *******, advised it is not covered. Really? Something that has been an issue since day 1, and none of my other neighbors have had any issues with their driveway out of 200 + other new homes.

  Business response

  12/03/2024

  PulteGroup's Dallas Division learned of Mr. ********* complaint and *** ******, Director of Build Quality, reached out to the homeowner on 11/27 prior to notification of a BBB complaint. *** committed to reaching out to the manufacturer of the resurfacing product for their input on performance as well as an alternate concrete vendor to inspect the driveway for different perspective and ideas. Mr. ******* understood that some chipping and cracking cannot be prevented and is inherent in concrete, but we agreed to look into the larger chipped areas to research a potential remedy. Mr. ******* expressed satisfaction with that attempt and Pulte is currently trying to arrange for the professional input as noted.

  Customer response

  12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home from Pulte Home in 2019. Recently, we discovered a leak originating from the shower, which has caused significant water damage to the ceiling below. Upon inspection, it appears that the problem is linked to the floor system, which was defective. Pulte used subpar aluminum flashing for waterproofing, and punctured holes through it, allowing water to seep into the floor system and cause damage to our kitchen ceiling. Additionally, while attempting repairs, we found a large hole in the shower floor that was never patched. We incurred out-of-pocket expenses to fix the damage and subsequently reached out to Pulte for reimbursement. Our initial communications included a confrontational tone from one of their representatives, and when we requested to escalate the issue to upper management, we were met with silence. Unfortunately, this is not the first problem we've encountered since moving in, but it is by far the most severe. The poor quality of workmanship and the hidden construction defects have been incredibly frustrating, and we feel abandoned as customers.

  Business response

  11/27/2024

  Our ************ Care manager assisted the homeowner on their concern. The homeowner did not notify Pulte of an issue and made their own repair. Pulte declined to reimburse, as the warranty was not followed, and their repair was done without Pulte's knowledge. This circumstance is excluded from coverage. This is all illustrated in the Pulte Limited warranty (Attached). 

  Applicable sections of the warranty for this situation:

  SECTION 6:
  Coverage Exclusions and
  Limitations

  
  6.1 Exclusions - Items Not
  Covered by This Warranty
  The following, and damages caused by the
  following, are not covered by this warranty,
  except to the extent required by law (including,
  without limitation, California Civil Code Section 896).

  5.3 Responsibility to Provide
  Notice - Mitigation of Damages
  If you believe your home has a construction defect
  covered by this warranty, you must give us timely
  notice in the manner described in section 7. We are
  not responsible for any damage that occurs because
  you failed to timely notify us or because you failed
  to take reasonable action to prevent the damage

   

  (J) Failure to timely notify us of a construction
  defect in the manner described in section 5.3.
  (K) Failure to timely take action to prevent
  damage as provided in section 5.3.

  SECTION 7:
  Requesting a Home Repair
  7.1 Procedure
  If you believe there is a construction defect covered
  by this warranty, you must take these steps:
  (A) Step 1 - Contact Us.

  7.2 Failure to Allow Us to
  Make Repairs
  We are not responsible for any damage that occurs
  because you failed to allow us to timely make repairs.
  Additionally, if you make or pay for repairs without
  first notifying us of the problem and allowing us to
  investigate and repair it as required by this warranty,
  then we will not reimburse you for those repairs.

   

  Please let us know if more information is needed. 

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

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are new homeowners with a Pulte built home in Mentor ****. We moved in approximately 2 months ago, and when the weather turned at the beginning of November we noticed a draft with one of our windows. We contacted the administrative group responsible for warranty claims on 11/2/2024. They responded on 11/4/2024 saying they would send a representative out to investigate and file a claim with the window company. It is now 11/25/2024 and we still cant get ahold of anyone to make an appointment to come out to the house and help rectify the situation. Last Thursday it was extremely snowy and the power went out, the drafty window did not help us to adequately preseve heat in the house. With the full winter season coming soon, we just want to see this resolved so that we dont have to worry about frosting in the house or pay additional money to heat the house. We just want them to do the work they are supposed to do as part of the warranty contract. Since they will not respond timely to our request, we are seeking help through a third party for assistance with resolution.

  Business response

  11/30/2024

  To Whom It May Concern: 

  A manufacturer warranty claim has been submitted to United Windows to address the customer's concern of a draft from the window. This was done shortly after the original date reported on 11/2/24. At the time of the escalated contact on 11/25/24 United Windows has not responded. As a result, the ************* Coordinator contacted United as well as our local representative of the concern. They will be sending out a service technician. The community ************* Manager has also contacted the customer as of 11/27/24. 

  We are actively working with the customer along with the window manufacturer to address the concern. 

  Sincerely;

  Pulte Homes of ****: Cleveland Division.

   

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my home in March 2024 and since then I've had several issues with Pulte, some of which were resolved. However, for the remaining issues below, I still need a resolution. 1. Large crack in the driveway. Pulte refused to fix the issue, instead they are fixing the apron of the driveway, which isn't the part of the driveway impacted by the large crack. 2. Hurricane shutters don't fit the windows. Pulte should have tested to ensure the hurricane shutters were fitted correctly before the final sale. During 2 hurricanes, I was left without proper protection. I have opened a ticket with Pulte and I am still waiting on a resolution. 3. Initially why purchasing the house, I was given incorrect information by the salesperson which led to me purchasing the home. Pulte has never apologized or compensated me for the mistake by the sales associate. I was led to believe that I would have built in appliances and higher end furnishings in my kitchen than what was provided. 4. There are several cracks on the walls around the house that needs to be fixed. 5. The stucco in the garage is flaking off. The contractor did a very thin layer with poor quality materials which hasn't lasted 6 months. 6. The tiles were never properly cleaned, the floor inside the house has cement stuck on them which makes the floors looks dirty all the time. 7. Pulte contractors has used our water line at the exterior of our house when completing the gardening on the neighboring house, and when doing additional contracting work which inflated our water bill. Pulte never compensated us for the additional cost to use our water. 8. We bought the house with the intentions that gutters will be around the house, it was included in the contract. The house has no guttering at the front of the house.

  Business response

  12/09/2024

  We are sorry to hear of Mr. ***** experience to this point. A member of the Pulte leadership has made several attempts to contact Mr. ***** with no response. We would like to schedule a meeting at the customers home to discuss the concerns and determine next steps in coming to a resolution. We look forward to hearing from Mr. ***** at his earliest convenience. 

*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. ↩