ComplaintsforPulte Group

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The home at the center of this issue was at ***************************************************************************************************. *****, a ***************/ Pulte home whose customer service manager was *************. When I put my home up for sale last fall of 2023, I had received a required home inspection where one of the issues that was found was that there was no air coming into the vents of the bathroom and the secondary bedroom. It was found upon removing the vents, up inside, that the hose where the air comes through, had plastic completely covering it (picture attached), from the time of original construction by Pulte. I was told by the inspector and several other reliable resources, repeatedly, consistently, and in agreement, that it was the builder's responsibility to take care of. This was a builder defect and Pulte absolutely refused to take care of this issue. Their reason was unacceptable, as this was a builder defect.I moved from that home to my current home which was also just built by Pulte. The customer service experience here is so completely opposite of the experience I had in ********************. By contrast, the customer service manager here has been very helpful, friendly and doesnt put you through a constant battle of a lot of unnecessary challenge for Warranty issues.

  Business response

  08/19/2024

  Hello ******,
  
  I have reviewed your Better Business Bureau complaint and after careful consideration I have authorized payment to you in the amount of $69.00 as a reimbursement for services you paid to rectify HVAC performance at your home at ************************************************************************** 
  
  I am hopeful that this will help you feel whole, and I appreciate your feedback on the service experience you had at ********************- Vida.  A check will be processed and should take approximately 14 days to be mailed out.  The address we will mail to is:
  
  ********************
  *************************************************************************************
  
  Best Regards, 
  
  ***********************- ******************* Division
  Division Manager of ***************************** *****************************************************  
  **************************************************
  To request warranty service email directly to ***************************************

  Customer response

  08/19/2024

   
  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

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From 2019 to present Pulte has ignored the drainage issues with the pond in Phase 1 ******************** IN. Everytime it rains mud comes out of the storm sewer drainage making that area shallower and shallower. This leads to massive algae growth in all months except winter. This area of the pond is behind our home and is unsightly and possibly unhealthy. Pond treatments alone do not prevent the algae. The pond needs to be deeper to prevent the routine algae build up. There is also building debris from phases 2, 3 and 4 at the bottom. Neighbors met with Pulte and they offered to pull plant growing around the pond and said that would fix it. It has not.

  Business response

  08/12/2024

  This homeowner has a ***** home and not a Pulte home. DMCC left a voicemail with the homeowner, advising the community was transferred to the *** and Pulte is out of their maintenance bonds. Pulte met with the city and the homeowners prior to transfer to review their concerns and everything was verified that it's performing correctly. 

  Customer response

  08/14/2024

   
  Complaint: 22121842
  
  I am rejecting this response because:
  This was a joint community between Pulte and *****.  Pulte is the developer and responsible for the development and maintenance of the pond during the 3 year construction phase.  Pulte took some actions but never corrected the issues.  Just because you meet to discuss the issue does not mean all is ok.  There was no follow up by Pulte to determine if the problems were corrected.  Attached is todays pic of algae 
  Sincerely,
  
  ***********************

  Business response

  08/16/2024

  Pulte's Final Response: 
  The pond was constructed per the approved construction plans in 2017, the city of ********* has inspected the pond during construction and prior to turnover.  They confirmed that the pond was constructed per the approved construction plans.  All bonds,both performance and maintenance, were approved and released by the city of **********  A representative from the city of ********* has visited the pond multiple times and confirmed the pond was constructed per the approved construction plans.  *********************** attended one of these meetings and was informed that the pond was constructed per the approved plans.  The *** and all common areas including this pond were formally turned over to a *** board representing the homeowners. Pulte has no further maintenance obligations with this pond.  

  Customer response

  08/16/2024

   
  Complaint: 22121842
  
  I am rejecting this response because:
  The pond does not meet the 2017 plan. Im aware of only one visit by the city.  We had notified the Pulte representative several times that their actions did not correct the problem.  Pulte never followed up to discover if their corrective actions were successful.  Even after continued complaints. Pulte was irresponsible by not following up on their corrective actions the were not successful and we see evidence of this still, now.  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The home was not wrapped before the siding was put on and now the *** plywood is rotting underneath. The cement on the front porch was laid incorrectly and allowing water to seep under the porch and again cause rot under the siding and the trim boards. The misjudgements by the builder are going to cost an extensive amount of repair work.

  Business response

  08/13/2024

  Process Improvement Manager spoke to the homeowner about her concerns. This home is outside the warranty period and at the time of the build the code requirements were different. Homeowner declined a house visit. No further action will be taken. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed contract with the Pulte homes and agreed upon elevation of the home in the contract and then paid the price for the elevation too. After half way in the building process, they messed up the elevation and they changed the window structure in the elevation without any notice to the buyer. We agreed to the elevation where there are 2 divided windows with the Vinyl siding that comes in between those windows. Now they changed and then included one big window without any vinyl siding in between those. When asked they are telling that it is architect's fault or Pulte has right to change without asking the buyer. This is unfair when we paid the amount to the builder for that particular elevation. Closing did not happen but want to mitigate the issue before hand for this mistake they made.

  Business response

  08/08/2024

  Customer was informed 08/07/2024 that the elevation will be revised to separate the windows.  We apologize for this inconvenience.  

  Customer response

  08/08/2024

   
  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

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Pulte group this year. I have water coming into my garage about 17 feet inside the garage every time it rains, even just a little bit. I have asked Pulte at least five times to fix it and they refused to. This issue was never disclosed when I bought this model home.

  Business response

  08/02/2024

  Good afternoon *****,

  My name is *************************, I am the Division manager of ************* for ********************** in ********, **. I have had an opportunity to review your claim, and I am sorry to hear about the water coming under the garage door. I see that you purchased a former model home and as such signed an addendum that does state we do not provide any warranty on the garage floor and that the home is sold "as is". I was forwarded a screen shot of this addendum from our sales consultant and have attached it here in my response. Additionally, even on a new build, Pulte does not provide any such warranty on this type of water seepage under the garage door. I did speak to our construction manager, and there was attempt to install a new garage door weather stripping as a gesture to improve or eliminate water intrusion. 

  At this time, we will not be able to offer any further assistance in regard to this matter. I can offer some advice on a potential solution. You can purchase a product from one of the hardware / home improvement stores called garage door threshold or garage door bottom seal kit. This kit costs around $60 to $70 and would most likely resolve your issue.

  Thank you,

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

  Division Manager *************

  ********, **

   

   

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have lived in our Pulte neighborhood since 2017 and a community of about 95 homes. These homes seem fine during closing, but every single house in our neighborhood has encountered endless issues costing up to $30,000. The water pipes were made with pex piping so each house is a ticking time bomb with the first phase of houses getting flooded, causing thousands in repairs. Half of the neighborhood (including our home) has had several roof leaking problems. We have had to have roof repairmen come to our home three times and our ceiling repair looks awful and it will be an embarrassment when trying to resell our home. Another issue that all houses in the neighborhood have had is what we thought was the painters using indoor paint on the exterior framing, but after several contractors have come out to multiple homes to repair, they informed us that the framing was definitely not primed and about 80% water. I even spoke with ***, our Pulte rep, and he mentioned he would come out and take a look but it's been crickets and he offered to recommend a contractor for ME to pay the repairs. No, thanks. I'm not sure I trust recommendations to your contractors who couldn't even get the job done the first time. The paint peeled and chipped after 1-2 years living here and now our property management is making everyone pay to get repainted because it's such an eye sore. Pulte cuts corners but that is expected of contractors like this. We definitely do NOT recommend purchasing a Pulte home because you will end up putting all your savings into repairs that they won't fix. Buying a new home shouldn't be as stressful as purchasing a fixer upper but unfortunately, that is not the case with me and all my 94 neighbors. Pulte should focus on quality and committing to doing the right thing but they don't. They're just another big-box builder trying to make as much money as possible. Make it right! None of us feel good about selling these lemon of homes to good people!

  Business response

  08/05/2024

  Good afternoon,

  I left a message to contact the homeowners directly via phone on 1:50PM on 8/5/2024. 

  These will be the contents of the phone call:

  After reviewing the contents of the complaint and reviewing the situation with the division, I support the division's decision to decline any further action with this request.

  The items mentioned in the claim are not covered under our warranty.  Our local Georgia Division has reached out to provide options to the homeowners, which have clearly been denied.  The leak provision of the warranty expired August 23, 2022.  Therefore, should there be any leaks with internal pipes or from the roof, the homeowner should contact the contractor (roof and/or plumber) and/or the manufacturer (if they feel they have a defective product).  Concern of future leaks is not a warrantable concern.  At this time, the structure of the home is covered until August 23, 2027.  Should the homeowner wish to create a service request to review any structural concerns, they should submit a Service Request via our website at www.pulte.com/service.  Our Georgia Division team has a local a team of dedicated professionals willing and able to review such items and communicate clearly.

  Should the homeowner(s) wish to dispute our decision on this claim, they can seek out section 7, page 17 of the attached warranty book on "Resolving Disputes."  Please reach out to PWSC directly to provide a independent third-party decision on the disputed claim.  

  PulteGroup considers this matter resolved.  

  Respectfully,

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

  National Director of Customer Care

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

  Customer response

  08/05/2024

   
  Complaint: 22067818
  
  I am rejecting this response because they did not clearly read the complaint and have not provided any options. Their response is false and they have not reached out or provided any resolutions. Previous communication with *** from Pulte said that he would come assess the neighborhood and the problems and that did not happen. Pulte does not care about their quality or customer service. Once again, all of the issues would not even be brought to light if they had done the jobs right in the first place. 
  
  Sincerely,
  
  **************

  Business response

  08/13/2024

  As we have noted in the previous reply, the concerns listed in this complaint are not warrantable issues.  The Georgia division has offered the contact information of valued trade partners that would be able to assist in the maintenance of homes within the community as noted in the original complaint.  ***************** drove the community on 8.7.24 and found the paint concerns are expected for a home that is close to 7 years old.  Since this complaint does not contain any warrantable concerns, we consider this matter resolved.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need to file a formal complaint against Pulte for my brand new, $1.1M house in ******* (Enterprise area of *********).There is a serious problem with the design and materials used by the builder for the stove top air ventilation system. They are telling me it is working as designed, yet it cannot even hold a napkin to the bottom of the grille of the vent/fan. It cannot pull any smoke or steam up to the vent and send it outside. I have videos of cooking foods like bacon and the entire floor of the house is filled with clouds of dense smoke causing us and our guests to cough/choke, open all windows, and leave the house.This is a serious problem and a health hazard. Pulte said the fan system is working as designed and refuses to do anything to fix the issue. They dont even care that *** sent videos proving my claim.Can you please assist and also let me know what I can and should do about this?

  Business response

  07/31/2024

  7/31/24 - I left voicemail for homeowner to call me to further discuss. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased new construction home from Pulte on May 26th, 2023. The home came with one year workmanship warranty. In April 2024, a third-party inspector discovered many significant deficiencies with the home. Pulte has not met the commitment to make repairs.Also, at time of purchase, Pulte filed the wrong title with county clerk. The title was filed with the wrong date (May 19th, 2023) and name on title is also not correct. I have filed a title insurance claim with Pulte's title company, PGPTitle (Premier ******************** Company), and it has yet to be resolved after one year.

  Business response

  07/25/2024

  7/25/24 - I spoke with ************** and he stated that he is waiting for several items to be addressed from his one year inspection report, which several of these items were on his inspection report before closing as well.  I explained to ************** that I would be getting with ******, who is the *** for Sterling Ridge, to see how I can assist him in getting these repairs addressed as quickly as possible and that we would provide him with an update by tomorrow in regards to scheduling....************** was good with this.  He also advised that there was a claim opened with the title company approximately 1 week ago so the inaccurate information (close date & name) can be corrected.  I advised that I had reached out to ********************************* who is our branch manager to get a status on this. 

  Customer response

  07/25/2024

  I did receive response from the business to correct these matters. I would like to keep this complaint open pending the corrections have been satisfied.  Thanks, appreciate the help.  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my home 6 years ago with Pulte/Centex Home builder. I filed a original work order September 2023 because I noticed I am having cracks in my tile inside my home, cracks in the slab, the plywood upstairs is uneven under the carpet and I have cracks above the ceiling. Pulte keeps sending the same company ******************* Repair and same Technician ************** Check to my property to do an exterior and interior examination as well as foundation readings to report back to Pulte. He has came out to my property October 2023, February 2024 and July 2024.Each time he has came out he's been in and out of my residence within 15 minutes and reports back to Pulte that he has done a full assessment of my property in the interior and exterior areas. He is very deceiving because he has not done full assessments and my security footage shows he's in and out of my property without doing an exterior inspection. What he tells me and what he reports back in writing to Pulte is very contradicting. He's told me several times I am having foundation issues but reports that my foundation is in tolerances specified by the **** and he doesn't recommend any foundation repairs at this time. I have expressed to Pulte my frustration and safety concerns having several children with so many different cracks now that's expanding all in different areas of my tile all around my house now. My youngest child already got injured from the expanding cracks.Moving forward I recently had another foundation company(Pinnacle )come out to inspect my property July 19,2024 and their findings is that my property is in need of foundation repairs and due to their readings I wouldn't be considered within tolerances by the ****. They explained well what is happening with my foundation and how it's moving. I have photos from a year ago to now all the continuous growth in damages that's occurring because I feel Pulte is trying to find ways to not follow through with the 10 year structural warranty.

  Business response

  07/25/2024

  Good morning,

  I spoke with ******************* Yesterday evening (Wednesday July 24th) in regard to the concerns with her home, and her foundation. We agreed to send out an Engineer to complete a full set of readings, as well as taking photos of the distress that is observed.

  I spoke to ******************* on the time frame for the inspection report to arrive back in our hands as well as our next steps when we do receive it. We definitely put the safety of ******************* and her family first, so we will set up a visit to the home after the Engineer visits to take a look at the property and make sure we take care of any items that *** cause a concern. specifically, the tile. ******************* agreed, we will reach out to schedule this after we confirm the Engineer has completed his inspection. 

  Customer response

  07/25/2024

   
  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting months to finish the Warranty Repairs started by Centex. I have dealt with several customer care representatives and each time there's a new story or the representative no longer works there. I have had roof repairs done less than 3 months ago and told by your representatives the job was completed. However, I have leaking coming from the roof and no external damage proving that you failed to properly build my home as you were such in rush to close. I have contact y'all several times to get this rectified and unable to get a clear answer or valid communication.

  Business response

  07/23/2024

  To whom it may concern,
  
  In response to what was received by the home owner, we have reviewed the case. We assigned a ************* Manager to meet with the home owner and evaluate concerns. Meeting was held on 7/19/2024 and items including a back door sill pan, light fixture, bathroom tub, drywall texture, and evaluate a roof leak, were all noted during the visit. The ************* Manager for the neighborhood has been in contact with the home owner, and will coordinate the committed repairs with home owner and vendor schedules. Thank you for your time in this matter. 

*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. ↩