ComplaintsforPulte Group

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against company for inaccurately reporting an account on my credit report. The account was listed without my authorization or verification. Despite my efforts to resolve this issue directly with the company, they have not responded or provided verification, violating the Fair Credit Reporting Act (FCRA).

  Business response

  07/12/2024

  Please provide the city/state that you were interested in building a home with Pulte so I can make sure to contact the correct division. Thank you! 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on my home in March 2023. The trees in front of the house (planted by the builder) began to die. The service organization came out and it was discovered that the roots of the trees were exposed and covered mostly by mulch. Instead of replanting the trees, as I requested, they simply put more mulch on them. The trees were slow in coming back in the spring. I called and was informed that trees were alive and the improper planting was not the issue. The tree on the parkway snapped in the storm and I was told by three landscape professionals that young trees, properly planted, do not snap in a storm. They looked at the tree bark, which was dry in spite of all the rain we were having.. Pulte refuses to take responsibility and claims that their professionals, who have not bothered to look at the roots of the tree above ground, blame the damage solely on the storm. No other tree on my street, planted around the same time as mine snapped.

  Business response

  06/28/2024

  Good afternoon - 

  As stated previously, we appreciate the feedback and understand the frustration. Previous reviews of the tree in question found it to be alive, as the abundant green leaves on the attached photo documents. PulteGroup's warranty does not cover landscaping after closing due to the numerous variables that can impact living plants since they are subjected to external influences. 1235 Freedom closed over 1 year and 3 months ago on March 23, 2023. PulteGroup's warranty also does not cover damages caused by acts of nature, including the storms that impacted the ********** community on May 25 and May 28, 2024, and ultimately caused the tree's damage. The photo attached shows the trunk of the tree snapped and the root ball securely in place.

  At this time, there is no further action warranted by PulteGroup and we consider the matter closed.

   Sincerely,

  *******************
  Director of Build Quality:: ******/*****************
  Phone *************
  **********************************************

  Customer response

  06/28/2024

   
  Complaint: 21906693
  
  I am rejecting this response because as the picture clearly shows, the leaves were at the bottom of the tree trunk not at the top of the tree.  In addition,  in their response it was stated that the tree was replaced.  However, it was  not.  They know that it should have been replaced.  

  Incorrect planting regardless of time, especially since it was brought to their attention months ago, has nothing to do with warranty.  They are responsible for workmanship, which includes landscape. As a result, it is their responsibility to correct it.

   

   

   

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

  Business response

  07/02/2024

  We understand the frustration your tree is causing you, but disagree that the tree was planted incorrectly. Proper conditions were confirmed by SB Landscape Company in August of 2023 and revisited in June of 2024. As noted, the tree would have been uprooted instead of the trunk snapping during the recent storms with excessively high winds that your community experienced.

  
  While we cannot provide coverage for your tree, we are happy to provide some landscaping contacts and request competitive pricing to assist you in replacing the tree as previously offered if you would like. Otherwise, we consider the matter closed.

  
  Sincerely,

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

  Director of Build *******************************************

  Customer response

  07/03/2024

   
  Complaint: 21906693
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  07/09/2024

  Dear ******************,

  We sincerely apologize for the frustration you are feeling concerning your tree. However, we respectfully disagree with the some of the concerns you delivered. As mentioned, we did have SB Landscaping look at your tree and photos were also sent to MDM Landscaping for a second opinion. 

  The attached photo shows the surrounding area around the tree to be intact without depressions and no trunk or root ball movement along with plenty of greenery. You are welcome to begin the mediation process with PWSC as detailed beginning on page 17 in your homeowner's warranty should you continue to disagree with our decision.

  Concerning the "many other issues" you mentioned with your home, it appears we have resolved several service items for you according to your home file, but we would be happy to investigate any additional claims. We are proud of the homes we build, the warranty coverage provided and very much respect and appreciate all our homeowners.

  The severe storms that hit the ******/********** metroplex caused damage to many homes and businesses. We do not wish to "shun" any responsibility, but cannot take ownership for damage caused by an act of nature. It is unfortunate the storm snapped your tree, which was never covered by the warranty, but the quality build of your home that prevented leaks and roof damage speaks to the ways we stand behind the work we can control. Please call our service line and advise of any work on your home that you feel needs to be addressed and we will be happy to create a service request.

  Sincerely,

  *******************
  Director of Build Quality:: ******/*****************
  Phone *************
  **********************************************

  Customer response

  07/09/2024

   
  Complaint: 21906693
  
  I am rejecting this response because:  The tree was under warranty and they had someone come out to look at the tree when the issues was first raised.  They came out and put mulch around exposed roots of the tree.  They are not telling the truth about someone looking at the tree recently.  Neither of the two cameras in front of my house recorded anyone looking at the tree and they certainly cannot see the roots with all the mulch on top and leaves on the lower trunk.  The mulch has not been disturbed, even if through some magic they could avoid the cameras.

  This is a very dishonest company.  And, I will continue you discourage anyone from choosing them as a home builder.  For every sale I stop, they will have lost more in revenue than what it would have cost them to replacing a tree that was not properly planted.
  
  Sincerely,
  
  *************************

  Business response

  07/09/2024

  Please see PulteGroup/******************* stance in all previous communication.

  Customer response

  07/10/2024

   
  Complaint: 21906693
  
  I am rejecting this response because:  Please see attached Warning for PulteGroup prospective home construction customers.
  
  Sincerely,
  
  *************************

  Customer response

  07/10/2024

   
  Complaint: 21906693
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to submit a complaint again regarding unresolved issues with my new construction townhome (built by Pulte). This matter is against Pulte since they are responsible for any issues due to the 1 year warranty obligation. Below is a summary of the situation:- May 2022: Purchased the home.- February 17, 2023: Reported uneven first floor to the builders before the one-year warranty expired.- February 19, 2024: Removed the floor and found uneven concrete (no flooring since then). - March 11: Re-leveled the floor with concrete (video evidence available). - March 14: Improperly re-installed hardwood floor, creating more soft spots (video evidence available). - March 26: Builders inspected, advised to keep the room warm to straighten the wood. - March 29: Re-inspected, same issues; requested a redo. - April 5: Contractor visit canceled last minute. - April 24: Another canceled visit. - May 3: Contractors and leadership inspected, agreed concrete was still uneven, ordered new engineered wood (2nd time). - May 23: New floors arrived for acclimation. - May 29: Discovered new floors were not straight and couldn't be used. - June 5: Builders and contractors assessed and decided to order new flooring again (3rd time).Since February 19, I haven't been able to use my first floor or garage, and the flooring has been incomplete. This has significantly disrupted my daily life, impacting both personal and work-related activities. We had plans to move and rent out our townhome, but due to the incomplete work, we are unable to do so, potentially losing rental income. Despite repeated communications and promises from the builders (Pulte), they have failed to resolve the issue.It's been over 122 days since this process began, and I still cannot use my first floor or garage, which is full of flooring material. Leadership refuses to acknowledge my concerns, worries, and the inconveniences that this has caused.

  Business response

  07/02/2024

  Greetings-

  I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.
  
  I will be contacting the ***************** division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local Pacific Northwest team contact information below to address your home concerns.
  ********************************************
  *************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The house was built in 2013 by the Pulte company in *******. This year we have to change the shingles, but what we found under those shingles is shocking: the company used damaged material (see attachment) and the labor is unacceptable. Because of this the roof was re-built that up the price twice from the beginning.I understand that warranty is ran out, but what we discovered under shingles NOTHING to do with that warranty.I have 26 pics total to prove dishonest business of the Pulte company. The company should compensate that part of the amount we paid, wish was used for rebuilding the roof.

  Business response

  06/20/2024

  To whom it may concern,
  
  This home owner submitted a service request to our warranty department via the email ***************************************** on 5/19/2024, requesting payment for the cost to replace the homes entire roof. The home owner was having their roof shingles replaced via their independent contractor when some areas of concern were reported on the roof sheathing. At that time the home owner had their independent roofer replace the entire roof sheathing in addition to all of the roofs shingles.
  In speaking with the home owner, they had not performed any roof maintenance in the 11 years of occupying the home. The home owner also did not report a service request of a construction defect in regards to a roof leak, or concerns of a structural component within with applicable warranty timeframe.
  
  Pulte offers a 5 year warranty on various types of water intrusion including roof leaks when proper annual maintenance is performed, and a 10 year warranty on various types of structural elements including roof rafters and roof sheathing to perform according to our performance standards. This home closed on 4/19/2013,putting the age of the home at 11 Year and 1 month at the time of their request.
  
  It was communicated to the home owner over the phone, and via email that we would not be able to reimburse for the cost of the roof because they did not reach out to Pulte within the warranty time frame per the warranty agreement.

  Customer response

  06/20/2024

   
  Complaint: 21860845
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business response

  06/21/2024

  To whom it may concern,
  
  In accordance with the Pulte National Warranty, Section 5 outlines the procedure for Requesting a Home Repair.
  The process entails the following:
  Contact Us.
  Allow us to investigate.
  Our response.
  Repair Process.
  
  Based on the timeline of events provided. The home warranty had expired when reported to us, and repairs were already completed by the home owner. For a warranty case to be considered, it must be within the applicable warranty period, We have to be given the chance to investigate a construction defect, and must have the ability to give a response after the investigation whether a construction defect would be covered under the Limited Warranty.
  
  The warranty request was submitted on 5/19/2024, at the time of this request the home owner had already hired an independent contractor to replace shingles and roof sheathing of the home.
  
  Section 5.2 of our National Warranty goes in depth on 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 Limited Warranty, then we will not reimburse you for those repairs.
  
  Thank you for your time in this matter. 

  Customer response

  06/21/2024

   
  Complaint: 21860845
  
  I am rejecting this response because:  I never asked about the warranty, because it was expired (I am in my mind and still working in research field, don't remind me days and so).  My family and I were ready for the expense: changing the shingles.  But what was discovered under is absolutely UNACEPTABLE: broken, not putting together, the whole was made for a ventilation but the ventilation NEVER was installed, instead the whole was covered by the shingles and so on.

  You have the option to pay for the rebuilding of the roof, not shingles, or pay for an attorney fee and the moral compensation and lost of trust.  It is our first house and to say we are shocked with your labor and the material you used: say nothing.

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The house was closed around last October, and since then, we have encountered several significant issues that require immediate attention.Firstly, the ground around the house has begun to sink noticeably. Additionally, the lawn is not leveled, with multiple hidden pits obscured by the grass. This has created hazardous conditions, and I nearly injured my ankle stepping into one of these dents. The area beneath the deck has also sunk considerably, leading to severe ponding issues. This has resulted in water accumulation that poses further risks.Moreover, the sinking on the northern side of the property has caused the tree and pipes in that area to become crooked. The ponding on this side has also killed portions of the grass after rainfall. Despite contacting Pulte multiple times about these problems, we have not received any satisfactory resolutions. The manager has blamed the contractor for the delays, but we have not been provided with any updates.We are particularly concerned about potential damage to the foundation and landscaping, especially as June and July are the most rainy months in *******. The ongoing issues, coupled with the lack of progress in addressing them, have left us very worried.We urgently request that Pulte take immediate action to rectify these problems and provide us with regular updates on the progress. The current situation is unacceptable, and we need assurance that the necessary repairs will be carried out promptly.

  Business response

  06/11/2024

  ************* Manager is working directly with our landscaper to address lot concerns. Worker Order is entered. The Division Manager of ************* called homeowner to discuss concerns as well. 

  Customer response

  06/12/2024

  The customer care manager and the contact from Pulte have had a meeting with us. They promised to fixed the grading problems at several spots. However, the timeline and the actual job schedule is not determined yet and we do not know when the repair will be done.

  Business response

  06/17/2024

  CCM made HO aware he was walking the community with Landscaper Manager on 6/12 and then would need 2-3 days to get plan, schedule, etc. then relay that to HO.
  Sr. CCM called HO 6/14 after receiving escalation info to let them know his lot was inspected and we are waiting on vendor to provide plan/schedule. We asked landscaper to make this lot a priority and we plan to follow up with HO today to provide an update and more specific info but did make him aware his lot is planned to be completed before end of next week pending any rain delays.
  

  Customer response

  06/17/2024

   
  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,
  
  Dayu Sun

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improper installation of grass seed occurred in November ******************************************************************************* *********, IN. - A service request was initiated on April 14, 2023 and after several follow up emails, a customer care manager came out to the property on May 3, 2023. The customer care representative informed us that landscaping is not a warrantable item. However, in the Pulte Group home package it states non-warrantable items refer only to the finish on the following items (which lists landscaping and shrubs), not the workmanship or installation of the products. Since the grass seed was laid in November of 2023 when temperatures were already below 40F and outdoor hoses winterized, poor installation of the grass seed occurred. The customer care representative agreed with the analysis, stated that grass seed should not be planted after a certain date because it can not be properly cared for in the winter, took pictures, and said they would contact other parties to move forward on the fix. -We were informed that Pulte would not be fixing the poor installation on May 29, 2023. - Pictures with date and time stamps are attached from November 5, **************************************************** the same service request on April 14, 2023 , a gutter repair was requested. A gutter on the front porch of the house became detached during a storm. The customer care representative viewed the detached gutter and stated a team would be out to fix the item. No team has fixed the gutter causing further detachment as more storms have occurred over the last two months.

  Business response

  06/10/2024

  Homeowner signed closing paperwork with their construction manager on 12/8/23 that clearly states the landscaping ends at closing with the builder and is then the responsibility of the homeowner. Listed in detail of the watering, mowing, and fertilizing recommendations to improve the starter landscape package. 

  Securing a gutter after a storm is not covered under the Limited Warranty of the home. This is deemed weather related and up to the homeowner to address.  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Patio door is stuck closed. Pulte made short term fix but problem returned. Contractor came by and said the door frame was not plumb and that it was not installed properly. Pulte said it is our responsibility. The units here were poorly constructed.

  Business response

  06/07/2024

  The warranty for this type of adjustment is one year from their closing date of 8/25/22.  Builder made an adjustment to the deck door on 1/31/24 (5 months past warranty) and the door closed properly.  As a courtesy Builder will re-evaluate the deck door on Monday 6/10/24. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pulte/Centex built my house brand new in December 2022, and it came with a one year warranty for any builder defects. At the 11 month ***** *******, the warranty representative, came and did a joint walkthrough of my house. Multiple items were identified as damaged, deficient, or improperly installed, to include all 3 of my showers. It has been 6 months, and I am still getting the run around. I have missed 9 days of work to be present to let contractors in. 2 times the contractors did not show up, and 7 times the contractors, who were scheduled for a 4 hour block, would show up 3 hours late and then not finish the work. Pulte warranty, through *******, has constantly be unavailable or unwilling to get this done in a timely manner. As an active duty Air Force Officer, I am unable to continue missing work due to ******* not doing her job correctly. I need the work to get done, and in a manner that does not continuously pull me from my duties in the Air Force. ******* has been disrespectful to me directly and has no concept of customer service. When I asked for a new warranty representative I was told I had no other options but her. The whole thing, from the quality of the build to the quality of the repairs has been underwhelming and dissatisfying.

  Business response

  06/07/2024

  6/6/24 - i spoke with ************ and explained that we would assign a new customer care manager to finish out the remainder of their repairs and he asked that we email him a copy of the signed BTL form so we can determine what items are still left on that list.  ******* emailed him a copy of that list so we are waiting to hear back from ************ on what is still remaining so we can plan accordingly.  ************ agreed to work with us on those terms. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our builder Pulte offers a 1 year warranty. We are just outside of the warranty period and had an obvious workmanship issue. Our initial warranty support person (we are now on our fourth) said don't worry if its 18 months, we stand by our homes, as long as it is their fault. We are now 2 months out of warranty and the bathroom towel holder fell off the wall. It was installed incorrectly as the anchor was not fully expanded. (see photo). Because of this the drywall now has a hole that needs to be patched/reinforced before a new anchor can be applied. This would probably cost the builder under $50 but they are refusing, as it is outside of warranty.

  Business response

  06/03/2024

  This Warranty Claim has been denied by the Houston main office on 5/23/2024 at 1621hrs due to not being covered by the Warranty Agreement as stated in the warranty hand out, section 4.7 under the "Limited Warranty Exclusions" section. Which reads, Loss or damage caused by or resulting directly or indirectly from accidents, etc... Two licensed contractors and their contact information were provided in this denial that the homeowner can reach out to, to see if they can assist them with this type of issue or any other wear and tear issues that *** arise with their home in the future.   

  Customer response

  06/03/2024

   
  Complaint: 21775315
  
  I am rejecting this response because the damage was not the result of an accident.  It was poor workmanship.  Had it been installed properly it wouldn't have come apart.  The anchor was not extended fully causing the drywall damage.  It is a warranty item.
  
  Sincerely,
  
  *********************************

  Business response

  06/05/2024

  Under the LImited Warranty Agreement with Pulte Homes, workmanship is covered for a period of one year.  This home closed on 3/15/23, therefore the one-year warranty on workmanship expired on 3/15/24.  Whenever something is reported outside of the warranty coverage and/or is deemed non-warrantable, our homeowners are provided with names and contact numbers of trade partners who can assist with these types of non-warrantable work at the homeowners' expense.  Per the homeowners' own admission, this claim falls outside of the warranty period and was declined as such, and the homeowner was provided the aforementioned information with regards to possible trade partners who could assist with this non-warrantable claim.  

  Customer response

  06/10/2024

   
  Complaint: 21775315
  
  I am rejecting this response because the issue is workmanship and any reputable company would send the repair company out.  Failure to do so will result in LOTS of negative reviews and warnings about not purchasing Pulte homes on every forum I can find.  You want to go to the letter of the warranty you go right ahead and save that $20 it would cost you.  The negative publicity will be worth well more than that I assure you.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been having the issue for a while now. Every time the technicians come by. claim that there is nothing wrong with it. I have done everything that I was told by the technicians. The problem is with the tech that come by, do not do a proper inspection of problem. The issue started on or around June 2023. Keep on submitting work order for issue and still not solution to problem.

  Business response

  05/28/2024

  It appears the circuit breaker in that section of the home may be overloaded.  We are working with our electricians and the customer to see if we can create an option where the interruption of service no longer happens.  

  Customer response

  06/03/2024

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

*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. ↩