Business Profile

Home Builders

Pulte Group

Headquarters

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Complaints

This profile includes complaints for Pulte Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

572 total complaints in the last 3 years.
161 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family purchased what we thought was our dream new build home from Pulte Homes at the end of May 2023. Within a week of being here, the hot water heater tripped due to being improperly installed, causing the loss of all electricity. When the hot water heater was evaluated, it was full of water due to the improper installation. This issue was only the beginning. While we had been warned by neighbors of concerns, we never expected that a month later to discover the electrician drilled a hole into the back of the brand new dishwasher while installing an electrical outlet, which resulted in cabinet warping, flooring damage, and potential mold as the wood cabinets were never dried properly. We were assured that all outstanding claims would be resolved within the year warranty. A third party inspection provided a report listing numerous building problems and potential defects; including hooking the upstairs air conditioning incorrectly to the downstairs and vice versa, thus resulting in an inability to properly cool the home, cracks, drainage issues, potential mold, shingles being affixed with asphalt as opposed to properly being installed and potentially resulting in leaks, improper caulking in the bathrooms leading to leaks, rusting of metal features, and the house being built on an improper slope leading to water acclimation near the foundation. Additionally, the built in oven and microwave were drilled through cabinets that were already placed, leaving excess debris that we cannot remove and appears to be a fire hazard. These concerns do not even begin to address the numerous cosmetic issues like drywall peeling away from the metal structure around archways and windows. When we broached these topics with the Pulte team, we received excuses of it being normal settling or just an issue with a trade, but full resolution has not been received. Pulte continues to procrastinate and provide excuses that put the health and wellbeing of our family at risk.
Business Response
Date: 05/07/2024
We have reached out to the customer to set up a meeting to review the 3rd party inspection list. We will discuss all summary items and address all Warrantable concerns as necessary. Pulte is waiting for the customer to provide dates and times of availability.
Initial Complaint
Date:04/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lvp flooring has failed in multiple areas. The floor is popping, cracking, and lifting. 11/20/23 We asked builder to look at the floors due to damage in different areas.11/21/23 Builder asked for pictures, same sent.12/8/23 Builder offered to inspect damaged areas. We postponed due to illness.12/19/23 Builder visually checked floors and stated he "would get back to us". Less than 1/2 hour looking at the floors and talking.2/7/24 We contacted builder again due to increasing damage and unsafe floor conditions 2/27/24 Builder asked for a few more days 3/1/24 We contacted builder again for followup.3/6/24 Builder notified us that it was damage and not a builder issue. Offered free lvp flooring.3/21/24 We contacted Horizon Floor Inspections.4/6/24 Floor inspection completed with results attached. 4/9/24 Inspection report emailed to builder.4/17/24 We emailed builder again in regards to report. We were told no action would be taken by builder. The house closed on 7/30/2021. The flooring has since failed in multiple locations. The failure has created unsafe living conditions for my children, disabled husband, and myself. The builder is claiming it was damage which caused the issue. The inspection report contradicts the builder's visual inspection.
Business Response
Date: 04/23/2024
The builder will not be moving forward with any repairs or replacements pertaining to the *** flooring.
As discussed with the current homeowners on multiple occasions, the warranty in relation to flooring concerns is for a period of (1) year from the original closing of the residence.
As the home is now 2 years 8 months and 24 days old, the builder warranty has expired for this particular request.
Initial Complaint
Date:04/15/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pulte Mortgage provided misleading information throughout the process. The loan ******** ************************* initially suggested that we can add the pool for the escrow holdback to our mortgage. All she requested was a signed contract with our contractor but informed us after with a list of requirement from compliance. If she knew what the requirements were then she should have disclose it at the beginning to save time.Weeks into the process ******** finally discovered that there will be a *** issue so we added a co signer.On 3/13/24 she told us the escrow hold back program doesnt allow us to use a non occupant co-signer income to offset the *** and said we would need to remove the pool financing or sell the house in **. Yet once I forward over the cash offer for the CA property she is telling me that we cant use it because it is not our primary residence. She should clearly know that when she was collecting the rental agreement and supporting document from my primary residence.Our scheduled closing date is March 26th and she requested a 10 day pay off letter on March 21st leaving us with three business days. Most financial institution dont even offer a 10 day pay off letter on revolving credit. For the banks that do, it would still require additional time. Every document or information that has been requested from Pulte, we have provided within the same or next business day. ************************* and team were so confident in closing this loan within 10 days but clearly miscalculate the number of errors they encountered leading to this delay. The expectation was to close by the end of the month to avoid any penalties but taking a week to discover their recommendation does not align with the underwriters guideline is not acceptable to us. Upon closing on our CA property, Pulte title requested the funds to be held for closing on this new home even though the loan was not fully approved. Even after we switch lenders, they are still holding to our funds.
Business Response
Date: 04/18/2024
Below is a timeline of events documented through Pulte Mortgage
06/21/2023 Original application received
06/22/2023 through 07/12/2023 multiple attempts made to engage with customer with no response.
07/17/2023 Interview Completed by Loan Consultant.
07/24/2023 Loan received Conditional Credit Approval
07/24/2023 through 08/02/2023 6 attempts to engage with customer to discuss documentation needed for final approval.
08/04/2023 Loan processor connected with customer and provided list of conditions needed
08/07/2023 LP left voicemail message and sent email requesting docs
08/09/2023 through 02/01/2024 - LP followed up three times per week to request documentation, buyer was not engaged or providing docs. ***** noted on 10/27/23 that he was hesitant to provide documentation until closer to closing.
02/01/2024 Customer responds and begins providing documentation, albeit not all requested items.
02/27/2024 Submitted to underwriting and received another conditional approval, with underwriting noting additional documents are still pending.
02/28/2024 LP notes customer to provide remaining docs by 03/04
03/01/2024 LP notes customer has not yet made a decision on sale of real estate, which was originally part of the approval, and to is scheduled to provide docs by 03/04
03/04/2024 LP notes customer is looking to add another cosigner as home will not sell in time
03/12/2024 Customer added cosigner to loan application, submitted to underwriting.
03/13/2024 Because we needed to add a cosigner to qualify, it required we change Jumbo loan programs. The only product that allows non-occupying cosigners does not allow escrow holdback for the pool.
03/14/2024 Conditionally approved again with the new cosigner; LC notified customer that multiple docs are needed
03/16/2024 LP send list of docs needed to customer
03/19/2024 LP notes customer still has docs to provide and scheduled follow up for 03/20
03/20/2024 Closing Disclosure sent and signed by customer; LP follow up with customer on docs still needed
03/21/2024 LP resubmitted loan to underwriting and clear conditions; LC also reached out to customer to talk about docs needed
03/22/2024 Conditions still remaining. In the course of processing, came to light there may have been a past due balance on a previous mortgage in forbearance.
03/29/2024 Underwriting suspended loan for additional mortgage forbearance documents.
04/01/2024 Loan consultant and processor called customer to discuss documentation needed
04/02/2024 LP submitted loan to remove from Suspend, but more information is needed.
04/03/2024 customer calls and discusses conditions with LP; expresses frustration
04/04/2024 customer provides consent to cancel; Regional Processing Manager spoke with customer
04/05/2024 Loan cancelled
As of today, Buyer(s) are working with an outside lender at ******* and closing in the month of April.
Customer Answer
Date: 04/20/2024

Complaint: 21579163

I am rejecting this response because:
We did obtain an approval from our bank and submitted it over to ******************* whom was our sales agent at that time. I do not understand why Pulte Mortgage kept reaching out from June 2023 when our home is not scheduled to be completed until March or April of 2024. Hence, we did not reconnect until January 2024 which is at least two month before loan closing. Even at that time we provided pre approval from US Bank. ******** kept providing false and misleading information regarding which program we can use and even advise that selling our California property would resolve the issue which is clearly false. Once again, we said we would use US Bank but she was confident in closing within 10 days. After nine request, someone from management finally reached out but was unclear we wanted to cancel the loan. Pulte Mortgage was requesting documents that none of other banks were requesting and provided misleading information throughout the process. when we finally cancelled the loan this time, US Bank was able to close the loan in less than two weeks. whereas pulte mortgage was working on this for month and still could not. Pulte Mortgage was also put a hold on our sales proceeds from the CA house. After having to reach out they still held onto to the cash to close amount for this new property. Even after the loan is cancelled it is still sitting in escrow. After I had to escalate this they finally told us we can complete a form to request for the money to be wired over. Pulte Mortgage is unprofessional. ***********************, the sales manager, stated in an previous email that they would compensate for half the incentive and needs to review what more they can do after declined from Pulte Mortgage in a previous email. Then afterwards decides they can only do 1.5% of base price which is $19,590. Again, another discrepancy on their part.

Sincerely,

***** Le
Initial Complaint
Date:04/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Just over a year ago I closed on a Pulte built home. At closing our punch list included a structural defect. On page S0.1 of the approved blueprints for my home the engineer of record requires the exterior ceilings (lanai and front entry) to have blocking and cementitious finish. My house as built does not conform to the engineering specifications as shown on the structural drawings. I spoke to the ************************ **** before construction on this house started. They replied that the construction had to conform to engineering requirements and that they would inspect at the proper time. Unfortunately they did not properly inspect. Everything passed inspection and the house was given a Certificate of Occupancy. Since we moved in, we have been trying to get Pulte to rectify the issue. They acknowledged the problem back in September last year but now they seem to be back to their delaying tactics. The local building officials also seem to be trying to do their best to avoid dealing with this issue. My home is on Lot 250 of Beachwalk by ************. The address of my home is ******************************************
Business Response
Date: 04/30/2024
I am in receipt of your email regarding your experience. 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 Southwest Florida division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you ****.

For your convenience, please use the local Southwest Florida team contact information below to address your home concerns.
*******************************************
**************
Initial Complaint
Date:04/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/10/2024 I found water puddling around the water main that enters my residence. At first I thought it must be the irrigation line. After calling a a plumber I found out Pulte had repaired the water main to my residence in an improper and defective manner. Since a leak of this nature can bring in bacterial matter and dirt that can damage appliances I had the plumber do an emergency proper repair to the water main. I contacted Pulte the next day and they refuse to refund my cost I paid the plumber of $938.00. I am the only resident at this address I am the original buyer. I'm beginning to think Pulte is trying to take advantage of me since this *************** Community and I am elderly. Also should the inside plumbing water the residence be tested for contaminates?
Business Response
Date: 04/19/2024
Dear BBB-
Thank you for making us aware of this new complaint. Our office was aware of this concern at the time it was received from the BBB. Our leadership made attempts to contact the customer directly, however to date did not receive a return contact.
In emergency situations, our company provides a number to contact 24/7. Please see the attached signed by the customer at the time of closing, detailing the process for After Hours Emergencies.
Furthermore, the customer's home protection plan, in Section 5 page 15 states:

5.2 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 Limited Warranty, then we will not reimburse you for those repairs.
Pulte considers this matter closed. We do suggest the customer contacts their homeowner's insurance for further assistance.

Respectfully,
***************************
Customer Care
*********************************************

Customer Answer
Date: 04/19/2024

Complaint: 21572263

I am rejecting this response because....:Please review your own documentation I was given during purchase Section 5 ... 5.3 Emergency Repairs page 14. It clearly states in an emergency I am allowed to repair a defect and will be reimbursed. Your dealing elderly clients buying into your *************** Community we tend to have health conditions and drinking contaminated water is dangerous for our health. Also you stated to view enclosed document that I signed I cannot find in your enclosed document? I did speak and tried to explain this matter to ************************ your representative and found him to very condescending and flippant. The main water line was repaired by one of your sub contractors at some point before I occupied the residence in an improper manner when they ran the main line from the meter to the copper riser they did not allow enough gradual bend to properly attach the line the bend was too sharp so the coupling piece had too much pressure on it. If you a document that is different please provide it and with signature this is the documentation I received at closing. I cannot recommend to anyone buying one of your homes in *************** we live close that development . Let me close by saying is the worse customer experience I have ever had.

Sincerely,

*********************
Business Response
Date: 04/24/2024
Dear BBB-
Thank you for forwarding this response. Pulte maintains its position on this matter. No reimbursements will be issued. Pulte in unable to substantiate a this was a covered warranty issue from the documentation provided by ************ to our office. Furthermore, Pulte was not given the opportunity to investigate the plumbing leak to verify cause due to the concern has been repaired by a third-party company.
Respectfully,
***************************
Customer Care
*********************************************
Customer Answer
Date: 04/25/2024

Complaint: 21572263

I am rejecting this response because: I did follow your documentation in regards to emergency repair. The issue here is Pulte doesn't consider a negligent main line water repair to be emergency situation. I can assure you drinking contaminated water by the elderly is an emergency repair. In your documentation it clearly states I can have an emergency repair performed and get reimbursement. The other issue is whether somehow I am misrepresenting the facts that Pulte did not make the original repair that somehow I had work done by another contractor that created this problem? This was insinuated by *************************. I can assure you no one ever repaired in any manner the main line water to my residence other then Pulte. Please consider giving *************** some type of training on how to relate in a professional manner to customers I feel he is sorely lacking in this regard. Can you please inform me of what you consider an emergency repair? I find nothing within your documentation that defines this. You did not enclose the document you said I a signed? Do you dispute this an emergency repair? Please inform me. I enclosed a pic showing the removed section of pipe Pulte did as a repair. The water line run from the meter to the riser should be gradual slope not a sharp transition that caused the fitting to fail. Please denote the weathed age of the pipe and sharp transition to the riser input.

Sincerely,

*********************
Customer Answer
Date: 05/02/2024

Complaint: 21572263

I am rejecting this response because: Per your instructions Page 14 5.3 Emergency Repair I had the water leak in the main line repaired since contaminated water can be detrimental to health of the elderly occupants and possible further damage in to the foundation, appliances and water fixtures. Certainly this an emergency repair. Also the repair and installation by one of Pulte's sub contractors was negligent. The main line water pipe run had too great of slope from the trench to the riser resulting is too much pressure on the coupling making it fail. It was repaired by Pulte at some time before I purchased the house. The repair also was negligent it did not solve the problem of the extreme slope the plumber I hired needed to dig back further to created a adequate slope so the coupling should not fail. Hopefully we can resolve this matter without any legal action on my part. I will contact the company you provided thank for pointing it out in your documentation.

Sincerely,

*********************
Initial Complaint
Date:04/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pulte is the worst builder I have ever encountered. We bought our home over 6 months ago and were told that not only would we get design consultations but expected move in dates, regular contact with the builder and that we would get a finished product that looks like the model. Through this process we have been verbally abused by the agents on multiple occasions, *** not received one single outreach from the construction manager unless I text or call him, weve been lied to four times about expected move in date and are being harassed by Pulte mortgage staff who demand to continue to do credit checks and re certify our pre approval letter every 90 days. Additionally the baseboards had a massive error on installation and we are being told excuses as to why they were installed and that they wont be fixed - but more molding will be added to the originals. It looks horrible and is nothing like the model homes. We asked for them to not install the closet system (which is the lowest quality) because we bought our own custom system. Our build manager said Pulte doesnt allow them to customize or leave out anything even though we were told we would be part of the process. Both of these are projects we now have to take on, patching walls and tearing up baseboards that are thousands of dollar projects on a NEW HOME. We now are being told that the real estimated move in date is more than 3 months after our close date on our contract. For no other reason than the inability and lack of professionalism from the sales team and pultes greed in wanting to keep increasing the price of units even though they sold the initial ones for less. If they lowered the prices we would be in sooner. Pulte doesnt care about anything but their bottom line. Our financing depends on us finding renters for our current place and this will be the THIRD time we have to find new renters. We are exhausted, worn out and wish we had never ever considered Pulte homes. STAY AWAY.
Business Response
Date: 04/24/2024
We are working with this homeowner to alleviate her issues. This is certainly not the experience we would expect any homeowner to encounter. While many of these issues were out of our control, mis-communication around them is something we absolutely can control.
Customer Answer
Date: 04/24/2024

Complaint: 21564711

I am rejecting this response because:
while I appreciate the business Reaching out to me and being more than polite via email, this does not resolve the overall issues of timeline, false advertising, and no ability to move into our home, probably within even the next six months. This is costing us thousands more dollars, and the builder has a contract that lets them get away with no responsibility for how they damage peoples lives in the process of making them wait to move in. They are failing to make efforts to follow their own initial timeline. We were flexible several months on either side of the timeline they expressed to us, understanding that this was a new build, and that there might be delays. At this point, this is significantly impacting our quality of life, our marriage, my reputation in finding renters for my current home in order to move into 358 degrees, and the livelihoods of our pets who are currently being medicated for being in such a small space, which was one of the only reasons we planned to move. The response from Pulte has been "sorry this is your experience". While they did take out their closet system it does not solve any bigger issues that are more important. The response is no different than what weve been hearing all along, and although we appreciate that they are removing the closet system, as we had originally asked, it does not alleviate the constant stress we are going through in our day-to-day lives.
there are multiple avenues that Pulte can take to sell more units so that we can move in. Including, but not limited to lowering the prices of the condos so that more buyers will purchase homes. After they sell enough homes for buyers to move in, they could increase the prices again. better advertising on multiple websites, redfin contradicts completely the prices on the Pulte website. Buyers are being attracted by ****** that are $50-$100,000 less than what Pulte actually ask them to pay when they go to see the homes. lastly, they are refusing to sell a model home of our same unit that is the last model available because they want to use it for advertising There is no logical explanation for that, considering that clients cannot buy any other models of that home, except for the model unit. The listing agents told us that there is a multiple person waitlist for that model unit, Pulte could sell that unit and it would get us one unit closer to the amount of units that need to be sold so that we can move in. Im appalled that I am the one coming up with these ideas instead of a national builder, who should be known for building high-quality homes and good customer service.
A builder with this many resources on their hands should have no problem doing some of the above in order to give good customer service to high paying clients. they are not offering us any financial compensation, or true solutions for the amount of stress and delays that they are putting on our every day lives.
Sincerely,
*****************************
Business Response
Date: 05/06/2024
We have reached back out to our customer and believe we have come to an amicable resolution.
Customer Answer
Date: 05/08/2024

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
Date:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November 2023 we closed on a new house at **************************************************. Initial home inspection -done by an outside inspector- resulted in a number of issues that were agreed to and documented (as a work order ticket with the Pulte *************** by the Pultes Customer Manager, with a repair timeline of a few months out. During the coming months, additional issues were discovered, and the Customer Manager came to review them, agreed that they are defects and had documented them. All these issues are documented in emails between us the Customer Mgr. The problem is not only that most of these issues, going back to those opened in December 2023 and including all those opened in Feb. 2024, have not been addressed, but that we have not been able to communicate with anyone from the Pulte team. Their call center, the Customer Mgr and the sales office are all not responding.We have not purchased furniture for the house, because one of the main issues is that the floor is stained, and correcting it requires acid washing. That treatment was supposed to have happened months ago, but has not been done, and we dont want to bring items into the home since we do not want them damaged by/exposed to the acid.In all there are currently 12 open tickets, and a few more that need to be added. We are concerned that the 12 months of covered warranty period will expire without any action taken.
Business Response
Date: 04/25/2024
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 Pulte, ***************** division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you ****.

For your convenience, please use the local Southwest Florida team contact information below to address your home concerns.
*******************************************
**************
Initial Complaint
Date:04/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There are several unresolved issued with my Pulte built new construction home located in a *************** community in ************, *******. Prior to the closing, there were issues discovered by my inspector and reported to the Pulte Construction Manager with the **** unit and Sliding glass door. Other issues found prior to or shortly after taking possession of the home in July 2023 include garage door, front door, flooring, several bathroom issues and other problems including shoddy workmanship and incorrect installation (flooring, doors, door transitions, bathroom hardware). Prior to closing, the Construction Manager, Pulte Sales representative, **************************************************** ********************* representative, and several other Pulte representatives echoed the same message- Whatever is not able to be fixed prior to closing can go through Pulte Customer Care/ Warranty after closing. Bottom line-I have been in failed negotiation since week one post occupancy with the Pulte Warranty (NE FL ************** ********************** without resolution to the issues in my home included in this complaint. I uploaded with this complaint a full timeline, explanation of each issue not resolved and attempts to resolve. It is my hope, with the assistance of the Better Business Bureau, that these issues can be resolved satisfactorily.
Business Response
Date: 05/03/2024
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 Pulte, Northeast Corridor division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you ****.

For your convenience, please use the local Northeast Corridor team contact information below to address your home concerns.
*******************************************
**************
Initial Complaint
Date:03/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since buying the home in 2/2023, several drainage issues have been reported. None have been addressed and when done so have caused more issues. Even today, the builder did some landscaping work and buried the sprinkler heads and made the flooding issues worse. This is a long standing issue with Pulte as I have worked and conceded in many issues including bad electrical wiring in my garage . The builder has promised to fix the drainage and irrigation issues but has failed to address it and does not communicate the plan or verify work completed. Despite many attempts through email and phone calls, Pulte has been unresponsive and unable to provide an course of action
Business Response
Date: 04/03/2024
To whom it may concern,
In regards to the home the following Actions have been taken. Meeting was had with Management and the home owner on March 13th 2024 to evaluate his drainage concerns. We discussed the course of actions that would take place in response to his claims, and he was in agreeance to the landscaping adjustments. Repairs to the lot drainage started on 3/29/2024. A sprinkler head was inadvertently covered by a new piece of sod, the home owner let us know and we returned to fix. Repairs to his lot drainage in the backyard and sprinkler head were completed on 4/1/2024. A subsequest landscaping drain will be added to his side yard. The home owner has been communicated with via email from the Pulte team in response to his concerns. The home owner referenced electrical wiring in the garage, the home owner had installed a garage door opener through a third party that was not included in the purchase price or contract of the home. In accordance with our National Warranty Section 4.4 ************ Warranty excludes any loss or damage which is not a Covered Defect,including: Any defect caused by, or resulting from, materials or work supplied by someone other than the Builder or its agents or subcontractors.
We could not uphold warranty on the garage opener wiring as it was not supplied or installed by Pulte.
Initial Complaint
Date:03/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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We purchased a brand new Pulte home in their ************************************* subdivision and closed November 29, 2023. We were told that the home has a 1 year warranty. We didn't move into the home immediately after closing, but right before moving in I discovered a cracked shower tile and submitted the claim to be replaced on February 8, 2024. The warranty department denied the claim saying that I only had 30 days from closing to find damage. They did not previously tell me I only had 30 days to find damage - their paperwork says the home has a 1 year warranty. I reviewed pictures that I took of the home prior to closing and discovered that the tile was damaged prior to closing, but no one caught the damage - including myself. I re-submitted the claim with the photo from before I closed showing the damaged tile and they still will not warranty the cracked tile.
Business Response
Date: 04/05/2024
Pulte response attached.
Customer Answer
Date: 04/08/2024

Complaint: 21500444

I am rejecting this response because:
The information provided by ***** in his response is not accurate. The story he is telling is fiction. We were local buyers on this home moving from a different home less than six miles away (in the same zip code).This *************** home was completed prior to our very first visit to the home. The first time we saw this home was October 17, 2023. It would not have been possible to do a walk through on September 29, 2023 as we didnt know the home even existed at that point.

We didnt do a walk through on Thursday November 23 as that was Thanksgiving. Our walk through was on Wednesday, November 22. On that date,many items were brought up, both from us and from *****, the *************** construction manager who managed the walk through. ***** assured us that the repairs would be complete for a final sign off on Tuesday, November 28.Unfortunately, no repairs were made during that time. That was the Thanksgiving holiday weekend for ***************. I had a 10AM appointment with ***** on November 28, who arrived late and apologized for the fact that absolutely nothing had been completed. ***** rushed for 4 hours on November 28 to get some of the items completed, then pressured me into signing off on the repairs with a guarantee that he would follow up after we closed escrow to complete the repairs, including repairs he didnt put on the paperwork that he claimed were too minor to mention. We absolutely needed to close immediately according to ***** and that Pulte would stand behind the home with the warranty, so we had nothing to worry about. ***** did not follow up with several of the repairs and after I called and texted him a couple of times, he referred me to ****** with the warranty department.

I reached out to ****** with the list of items that were not complete from the walk through and she said that she wanted to see the home in person and would not be able to be there until January 10, 2024. We did not move into the home as I wanted to preserve the condition of the home from how *****/*************** left it.

We had not yet moved into the home when the roof leaked on January 23. From that timeline and poor customer service we had received from ******, we reached out to her manager *****. He visited our house twice, the last time being Wednesday, February 7, 2024. He saw on that date that we had not yet moved into the home.

Because *************** did not clean the home prior to closing, I took it upon myself to clean the shower on February 8, 2024 in preparation to move in. There was a lot of glue residue on the shower tile floor, Im not sure why or from what. It was during that cleaning that I discovered this cracked tile in question. I put a claim into ****** that same day and she did not respond.

I followed up with ****** on Tuesday, February 20 to ask about when the tile would be fixed and she responded that day that the tile is not covered because there is only 30 days from closing to discover and claim damage. She said it had been 3 months since we closed (which was untrue, it had barely been over 2 months) and that we had gone over the home with a fine tooth comb also untrue as we had continued to find and put in claims for defects on this home. The initial claims and meeting with her were from the lack of repairs from the walk through. Several more warranty items had been discovered, including a bathroom sink that was not aligned properly (also claimed in February), a smoke detector not installed at all in the guest bedroom, doors that arent aligned, the laundry faucet was installed incorrectly and others claims all of those warranty items were discovered past the 30 day timeline and have been covered. We did not go out of our way to find problems with this home, we just used the home and have continued to find construction defects. The warranty paperwork that we have from *************** says the home has a one year warranty. ***** has promised us several times that he would deliver this alleged 30 day warranty in writing, which he has not done.

In March, I was reviewing pictures in my phone that I had previously taken of the home. We had visited the home on October 28, 2023 (prior to closing, prior to walk through) and took some pictures of the home,and the builders model home that was still open, to get design ideas and to show off our upcoming new home to friends and family that we were excited about. The cracked tile is visible in one photo evidence that we did not cause this damage. On March 21, 2024 I emailed ***** this photo and asked him to reconsider the repair since it shows we did not cause this damage. He did not respond. On March 28, 2024 I followed up again about the tile and he responded that he will not cover the damage, he will not look at or consider the evidence that we didnt cause the damage and that this 30 day warranty to find damage applies. I called him on the phone and he repeated the 30 day warranty claim and that he would email us the 30 day warranty in writing. He has not sent me this warranty, he has not reviewed or acknowledged the photographic evidence. In ****** BBB response, he no longer mentions the 30 day warranty, but instead says that the damage was done by us as homeowners without acknowledging the photo I provided that was taken in October before we closed escrow showing the pre-existing damage. *************** should cover this repair.

We were not told by anyone prior to, or at closing that we had a limited time to discover damage on the home. We have evidence the home was damaged prior to closing. The written warranty from Pulte/*************** says its a one year warranty and we are well within that time frame. *************** should do the right thing, stand behind their advertised warranty and fix this tile.

Sincerely,

***********************
Business Response
Date: 04/16/2024
Dear **** and ****,

To your own admission the single 1x1 shower floor tile was unfortunately not identified by the buyers or the builder during the closing and sign off process. All Pulte customers are given ample opportunity to bring warranty concerns to the attention of Pulte. Because this damage was identified so far removed from the closing date, this 1x1 tile is not a warranty item nor a building defect.

Pulte ***** ******************* is willing to discuss reimbursement in part or in full for repairs to these valued Pulte customers 1x1 tile in their Primary Bath. An email to both homeowners was sent on Friday,April 5, 2024 7:25 AM requesting the homeowner to obtain a quote for repairs. Once they have this quote,Pulte is willing to discuss the quote and offer to reimburse the homeowners for a partial or even full amount of the repair(based on the qualifications of the quote).
Additionally,a follow up email requesting response was sent to homeowners on 4/16/24 and a text message was sent to both on 4/16/24. Pulte would be happy to partner with these homeowners and only need for their cooperation in this matter to help this be resolved.

Pulte ******************* Warranty
Customer Answer
Date: 04/19/2024

Complaint: 21500444

I am rejecting this response because ***** is once again changing his story. First he told me that the home had a 30 day warranty, which he never showed us in writing, then he made up a completely untrue story about us missing a September appointment and being out of town purchasers, which is inaccurate - we are local and didn't even see the home / get into contract until October and now he is saying that he has reached out to us to 'maybe' reimburse us or pay a portion for repairing the tile and now he is admitting that the broken tile was missed by Pulte (and obviously caused by Pulte). Yes, he did reach out to us and we responded that we don't know where to get a replacement tile or matching grout, but he has not followed up (again). The 2" x 2" tile in question (it's not a 1" tile - another inaccuracy) was damaged by Pulte. We were told the home has a 1 year warranty and that is what we have in writing. This damage was discovered prior to us moving into the home and promptly claimed as a warranty item repair when discovered. ***** and ****** have continued to make this warranty request as difficult and drawn out as possible instead of just sending their tile vendor out to replace the one broken tile. I wouldn't know where to locate a replacement tile or adjoining grout, I don't have the tile and grout information from Pulte. I don't know why Pulte can't just send their tile installer out with a replacement tile and perform this repair from damage that Pulte caused.

Sincerely,

***********************
Business Response
Date: 04/23/2024
See attached

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