Complaints

• Initial Complaint

  03/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Recently purchased a house from Pulte Homes and paid extra for a range with smart features. Noted on my one-year inspection Pulte had installed a regular range, not one with smart features. Pulte claims this substitution was allowed under their "change in material clause". However, they failed to provide the capability, not material, they charged extra for--in essence, they charged me for a feature I did not receive and are keeping the upcharge. A neighbor also had this issue and Pulte replaced their oven with a smart oven.

  Business response

  03/10/2025

  Customer signed and acknowledged that appliance model #s are subject to change. This is not uncommon for a builder to substitute an appliance due to manufacturer availability or changes. The complainant included change order #3 to the BBB which indicates this possibility for change. I've attached the change order # 4 which shows the model number of the oven the customer was receiving. This is the same model as is currently installed. This change order supersedes any preceding change orders. Customer is ineligible for refund or credit.

• Initial Complaint

  02/26/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We entered into an agreement to purchase a new build home from Pulte Homes in **********, ***The *** offered a price. We did not make an offer, we did not counter the home price provided. We accepted the home price, signed purchase agreement and paid ****** money. Two weeks later when we check on the progress of the house, the same *** told use via text that the district president was pushing a counter offer increasing the price by $13k. NOTE... we never made an offer. Pulte told us the amount of the house, we unconditionally accepted and paid ******* money. The after agreement "counter offer" is predatory. What are you countering? You own offer? Our choices as directed by Pulte was accept the increase or cancel the purchase agreement.We have filed with TX Attorney General. So... breach, bullying, false offering, bait and switch. When speaking with others in the new subdivision apparently this happens lot. And... they are still holding our ******* money... and not answering text, email or calls. Goal... honor the agreement.

  Business response

  02/28/2025

  Understand from our sales team that we have reached a mutual agreement with the customer as of 2/28.

  Thanks,
  ****

  Customer response

  03/03/2025

   
  Better Business Bureau:
  
  Although this settlement did not address the original agreed price and did increase the price of the house by an additional $4400.00 including the removal of the blinds in the house to get down to this level it is a settlement.

  It is important to note that a settlement was never the intent. Performance of the agreement of the contract at the agreed price that we entered in to in good faith was. Therefore, a conditional satisfaction would be more appropriate. As stated we still had to pay more and get less to be able to come to this agreement.

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

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a home from Pulte and moved in 2021. We've paid $470k for a brand new home and the issues just never stopped. We got an inexperienced project manager who was only hired because his mom worked for Pulte...should have been a massive red flag. I was assured the issues of the shaking floor would be resolved by the time the home was done. Home construction completed and the shaking floor persisted. Even when kids walk across the floor from one end of the living room to the other, the whole living room island shakes, you can feel it from one end of the room to the other. I've advised this is a safety concern because as time as gone on, you can feel dips in the floor from the lack of support. They constantly deflect saying we need to add support in the basement - WELL WHY didn't PULTE do that from the start? If this was an issue if support, they should have done that when the home was built. I've talked to the project multiple times, who has since left, talked to his replacement, who also left, and have opened up multiple service requests to just constantly be ignored. At this point even the 2nd floor, which is carpet, squeaks and creeks more than ever, you can hear constant shaking from the 2nd floor and 1st floor, even just kids walking around. It's time they stop talking and fix these issues under warranty and hold their vendors responsible for their poor quality work.

  Business response

  03/06/2025

  2/20/25: DMCC spoke to homeowner about his concerns. Will follow up with an onsite meeting to review his flooring concerns. Homeowner agreed to send email communication to DMCC pertaining to floor concern from prior to closing. *** declined his request on 9/23 due to his home being outside the 2-year workmanship warranty.
  2/24/25: ************* team will meet with HO on 3/11 to have a final review.

  Customer response

  03/08/2025

   
  Complaint: 22964887
  
  I am rejecting this response because:  They have yet to actually come onsite and assess the issue.  I have also provided them years of emails, within which the home was under warranty and they continued to drag out actually ***airing anything within that time frame.  Emails were sent to the Pulte *** who reached out, ********************************************************************************.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  02/14/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Placed a $25,000 deposit on a home to be built in *********, **. The deposit was placed a week ago. Upon learning of some medical issues, we are not able to complete the purchase. We were informed that permits were pulled and we will not get are deposit back. We have called numerous people and were told we will not be receiving our deposit back.

  Business response

  02/27/2025

  Buyers had a legal and binding contract with Pulte Homes that did not allow for a change of mind clause. Contractually the ******* money was nonrefundable. I did speak to Mrs. ****** and made an exception to give them a portion of the ******* money back. We deducted costs that Pulte Homes incurred due to the buyer not fulfilling their obligation. Buyer was pleased with the outcome, and everything is closed at this point.

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home from Pulte Homes in the ************** community (*********, **) with a signed purchase agreement explicitly including an 18 ft by 10 ft covered patio. However, upon visiting the construction site on February 2, 2025, I discovered the patio was missing.When I raised this issue with Pulte Homes on February 3, 2025, I was initially told by their representative, *** ******, that there was no way there wasnt a patio. Later, he admitted the patio was never approved by the city, a crucial detail never disclosed to me before signing the contract. The omission of this key feature significantly lowers my homes value and affects my use of the property, as the patio was an essential element of my purchase *********** address this issue, I obtained quotes from licensed contractors estimating the cost of building the patio at $60,000. However, Pulte Homes only offered a $10,000 price reduction or a $10,000 closing cost credit, which is far below the actual cost to construct the patio. This offer does not fairly compensate me for the financial burden caused by their oversight.Additionally, since I now have to hire an independent contractor to build the patio, I requested written confirmation that my homes warranty will remain intact despite this necessary construction. However, Pulte Homes has refused to provide any such written assurance, leaving me uncertain about warranty coverage.Furthermore, in my attempts to escalate this matter, I encountered another significant issue. *** ****** has outright refused to provide any contact details for his supervisor or any higher-level management at Pulte Homes. He stated he is the only person I am allowed to speak to, preventing me from escalating my complaint. This lack of transparency and refusal to allow direct contact with decision-makers is unprofessional and raises serious concerns about Pulte Homes' customer service and accountability.

  Customer response

  02/24/2025

  Once I escalated the issue to Pulte Homes' main office, they were reasonable and worked with me to reach a fair resolution regarding the patio. I was able to negotiate a proper price reduction that made sense. While I wish I didnt have to go through this entire process, I appreciate that Pulte ultimately helped resolve the issue.

  Please confirm once the complaint has been officially closed.

  Best,
  ********* *****

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After closing on a new $1.2M Pulte home in August, I was told at closing that the cement walkway and pavers would be replaced when the Pulte team was doing their walkway and driveway repairs for this final set of homes. The cement walkway was was made acceptable after 2 cleaning attempts, but the cleaning contractor said the paver situation was due to a "bad batch" of pavers and that even the strong solution he had would not fix the discoloration / stain for the lower area of my new driveway. The problem is not a paver color variation, the top right half of the driveway looks normal (with color variation), while the lower half is clearly discolored pavers. The pavers on the walkway and the front door have paint overspray from when the house was painted and I was told numerous times these would all be replaced. These are bad pavers, and they need to be replaced after 2 repair/cleaning attempts.After all of these attempts to resolve this amicably, it's clear I will be required to elevate this for resolution.I have a timeline of events since closing on this new home in August 2024 that can be provided. I have tried numerous Pulte escalations, and their "Customer Satisfaction Guarantee" is clearly a questionable process. No results, after telling me that this would be repaired or replaced since closing day. And I have had to chase them constantly for any responses.

  Business response

  02/07/2025

  The builder will be replacing the driveway in full with inclusion of the walkway leading to the front door. Local installation vendor is currently working with the manufacturer to acquire the needed material with expectations of the work to commence in the coming weeks. Homeowner will be notified as to when the replacement will take place to plan appropriately. Homeowner has been informed of the this course of action. 

  Customer response

  02/07/2025

   
  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

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new build with Pulte 8/2023: Since moving in we have been having issues with the **** system and maintaining adequate temperatures which we advised Pulte and warranty department on multiple occasions since fall of 2023. Due to **** issues we requested an energy audit (PULTE SUGGESTED) and insulation inspection and no action has been taken to date (2-5-2025) on either. Pulte now continues to tell us we are outside of the warranty to which we continue to advise we have been attempting to address this issue since we moved in and "repairs" keep being made to system due to failure/leak/lack of refrigerant. We have spoken with many other **** contractors and been advised our systems are undersized for the home and its ceilings etc. Today again we requested a repair on **** which just had a repair 2 weeks ago as it is failing to maintain cooling temperatures and runs nearly 20 hours/day. Also again requested that an insulation review be performed. I have personally used an infrared camera and provided that documentation and still nothing has been done by Pulte to honor their warranties. We have been told continuously that the one year warranty time lapse is NOT AN ISSUE as we have been advising of these issues well in advance of the one year, yet today they are claiming we are past the one year and its not am item for review. We are at a point of seeking legal advise as we have been patient with the "process" and done our due diligence to bring the issues to Pulte's attention. The one **** system has had so many repairs at this point I lost count and still not functioning correctly. Pulte continues to say the system is correct sizing but even their own **** contractor techs advised us the system is small for our home but they just install what Pulte provides and don't handle sizing etc. To have purchased a new construction and have had nothing but issues since purchase and constant push back from PULTE is neglectful and misrepresenting of any "Warranty"

  Business response

  02/20/2025

  We are sorry to hear of the frustrations Mr. **** has experienced. Mr. **** should feel confident that if he has reported a warrantable concern prior to warranty expiration, Pulte will not cease efforts to correct the concern once the warranty period has expired. Representatives from the Pulte Leadership Team have visited Mr. **** and further investigation and possible resolutions continue to progress. The concern of missing insulation has been ruled out and currently we have asked our **** provider to perform more extensive evaluations to determine other possible reasons to explain for Mr. ****** HVAC concern. As a result of these system evaluations, new coils and interior TXV valve are being replaced on 2/25/25. Currently data loggers have been installed to monitor the behavior of the entire system, thermostat, and airflow and home temperatures. Mr. **** and our leadership team are working together to a proper resolution.

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have bought this property from Pulte in a gated community, Talinn at ************ Builder forced us to move in Dec 2024 else they will cancel with contract and forfeit our booking amount although the construction time at the booking was 9-12 months and we were anticipating Feb/Mar 2025 move-in ******* fear of losing our booking amount we moved in with City of Phoenix still had not established Water Meter.We had following issues and occupied the house without basic amenities 1. Water Meter not installed properly- Initiated water meter sequencing post- move into the home 2. ******* services cannot be started until water services are established- ******************* ISSUES 3. Poor construction quality 4.Electrical Issues in multiple rooms Extremely disappointing experience. Looking for builder to pay compensation for all this incovenience

  Business response

  01/28/2025

  Dear BBB-

  Thank you for making us aware of this customer complaint.  Part of our building process is to notify our customers of a ******* closing window.  The construction manager provided to the customer on ****** a closing window of November/December. Furthermore, the water meter was installed at the time of closing, however the city had internal account issues which in turn delayed the trash service. When the customer notified ********************** of the issue, we contacted the city to sort out the issue immediately.

  Our records indicate the electrical company was scheduled for January 17th, 2025, to address any warrantable issues. Additionally, while the microwave latch did break about a week after closing, our team immediately located a replacement and swapped out the unit the following day. 

   Our promise to our valued customer is to address and repair/replace any warrantable items needed upon the close of the home. Our records indicated both items have been repaired/replaced or scheduled to be addressed. Should there be any discrepancy or if further assistance is needed, the customer should contact our ************************** at ************ or ******************************************************** for further assistance.

  Respectfully, 

   Customer Care Department

  Pulte Group - Arizona Division

   

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent emails to Pulte but they are not responding to the drainage issues created by their land development behind our property. The drains do not properly drain creating a large pool of standing water. This is damaging my property. They also damaged the French drains I installed to drain my yard.We have a few warranty items that they have not repaired yet and continue to not respond.This is not the first time we have encountered this.

  Business response

  01/30/2025

  Thank you for bringing this to our attention.  Our team has inspected the adjacent property and have plan in place to clear and maintain the drains located between the two properties.  The team has spoken with ***** **** and understands there is a plan to address.

   

  Customer response

  02/06/2025

  Still waiting on Pulte to respond to the 2nd issue regarding warranty items that require repair due to poor craftmanship.

  Business response

  02/21/2025

  The Pulte, Northeast ********************* has inspected the adjacent property and have plan in place to address the customers concerns. The customer has been provided the update/plan.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed multiple complaints about my flooring buckling and peeling since I purchased my home. I have been told no multiple times, including at the first complaints less than 6 months after I moved in, by a Pulte representative when I inquired about getting this handled. Finally, 3 years later, they agree to replace the flooring but not cover the labor. During the same time period, many of my neighbors in southstone are getting their flooring and labor replaced by Pulte/**** free of charge. There is no excuse for a brand new home having issues to this as extent and definitely no reason for your warranty department to constantly default to no without doing any homework or follow up.

  Business response

  01/22/2025

  Pulte is committed to providing excellent customer service to our homeowners.  This includes a commitment to uphold the Performance Standards of the limited warranty that is provided with each closed home.  For this homeowner, there have been numerous communications made regarding the flooring concern.  To the extent that the flooring manufacturer has conducted a third party inspection which yielded no need to replace the full floor.  This conclusion was in part due to the third party inspector noting that the areas of concern with the floor appeared to be related to topical damage from the homeowner's actions.  One other result of the third party inspection showed that 6-7 boards needed to be replaced due to a different reason.  The flooring color was no longer available so the homeowner was given the option of a full floor replacement, material only, of a color they choose.  The homeowner declined that offer.  So until the homeowner chooses to proceed with the offer from the manufacturer, no further action can be taken,  Furthermore, this is a manufacturer of the flooring dispute, not one over the Pulte warranty for the home.  

*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. ↩