ComplaintsforPulte Group

• 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,
  
  *******************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The house was closed less than 2 months back for rental investment. House was vacant for 1 month and renter was suppoed to be move in 1 week back. after 3 weeks or so a water leakage was discovered. it has been 2 weeks now and there is no end in sight to the issue being closed. It is a major issue with flooring having been to be ripped out and holes in the house. Hence we would like to get compensation for this since we have had to lose the tenant incurring massive loss in revenue. So far no from builder. this is incredibly frustrating.

  Business response

  05/30/2024

  Myself and *********************** spoke to the customer today regarding the issue and came to a agreeable resolution.  Pulte provided the terms of that agreement in writing to the customer with agreement.  

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  Builder addressing issue, please close ticket

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My family and I closed on/moved into our home in late November of 2023. In December of 2023, our driveway sunk in at the bottom, leaving a large hole. We immediately contacted our construction manager who assured us it would be repaired as soon as weather allowed. It is now May of 2024 and we have yet to get our driveway repaired. We have contacted our construction manager several times to share our concerns as the hole has gotten larger/deeper. Even worse, weve had many delivery drivers nearly trip and fall while carrying packages; my husband has nearly fallen and hurt himself on a dark evening. This could end with us getting sued if someone were to fall and injury themselves - despite it not being our responsibility to fix. Every time weve tried to communicate with our construction manager, he assures us he has NO control or say over when the asphalt team comes; in addition, he shares with us how many other driveways still need to be poured, as if that has anything to do with us needing the repairs we deserve. At this point, we are looking to a) avoid potential lawsuits over folks tripping on the hole and hurting themselves and b) get the driveway we paid good money for and deserve after all this time. We do NOT want the hole patched or the bottom half repaired only. We demand the whole driveway be ripped up and re-poured to ensure uniformity and that its done correctly this time.

  Business response

  05/22/2024

  Hello *********************,

  We sincerely apologize for the delay in getting your driveway repaired. Please be assured that we take all home repairs seriously and want to get this resolved as soon as possible. I did speak with your construction manager, ***** and he let me know he was able to walk your site with our asphalt vendor and they have committed to having your driveway repaired by the end of this week.

  Thank you,

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

  Division Manager Customer Care

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Worst company to purchase a home from. I was shown railings that go on the staircase which were more then 3. We were told by the sales rep that it was an upgrade to get that many railings, the rep told us we had an option of no railings, 3 railings, or more then 3 which we had to pay more. We agreed foe the upgrade that was more then 3 railings, it's been 2 years and they have been playing us around. Apparently people kept getting fired. I just got an email from **** and he said there is nothing they can do about it, and refused to call me, he would only email me. They charged us extra and they said too bad. This is not how you do business. He tried telling me it's because of my layout and my neighbor next to me has the exact same layout and they got the extra railings. The builder told them they had extra railings left over so they added it tontheir house.

  Business response

  05/20/2024

  Good Afternoon, 

  The pertinent information is attached and detailed below. We are happy to have our area manager reach out if concerns still exist. Thank you. 

  -Previous communication attached

  -Closing sign Off attached (Closed 2 years 11 months) 

  -Rail option installed per spec/plan. Number of spindles/rail length in question is based on plan/elevation/structurals

  -Elevation/Plan specific option will be different from home to home

  -Structural plans cannot be altered 

   

  Customer response

  05/21/2024

   
  Complaint: 21727519
  
  I am rejecting this response because:

  We were shown more then 3 railings per side and we only received 3 on ea h side, we got charged $1,400.00 to get more then 3 railings on each side and we did not. 
  
  Sincerely,
  
  ***************************

  Business response

  05/30/2024

  Good evening,

  The option selected and paid for at purchase matches what was installed in your home. The number of spindles is dictated by the rail length which is determined by the community and site-specific plan/elevation. Not all plans/elevations will have the same rail length or spindle count. Had you not chosen the $1400 rail option, you would have received a wall with drywall and a painted cap in that area. The railing, spindles, stain include are the upgrade and the price would not change if the rail was longer or shorter. It is a standard cost and not determined by the footage in every scenario as it can change from plan to plan/elevation to elevation. My Area Manager will reach out to discuss when he returns to work next week should you have more questions. 

  Thank you. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I purchased a new build home in ******** Anthem at ******************** in 2021 and closed August 31st of 2022. Pulte failed to install the smart locks which were part of the 2k dollar smart home package. I've repeatedly called and asked for a solution to which their only response is the locks are on back order. They have since built more house with these locks installed and have refused to provide a solution or date when installed locks could be expected. After more than a year and half I would like this issue brought to light and Pulte Homes lack of willingness to honor the purchase agreement signed when I purchased this property. Any assistance would be greatly appreciated. Respectfully ********************* ************ ****************************************

  Business response

  05/17/2024

  Dear BBB-

  Thank you for making us aware of this customer complaint. We are working with the customer directly to uphold this warranty obligation. We have communicated that service is scheduled for the 5/24/24 to complete the repairs. We apologize for the inconvenience the delay has caused. 

  Sincerely, 

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

  Director of Customer Care

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home in ******** by Pulte, located at **********************************************, with the closing scheduled for 5/28/2024.Issue: The grading in the adjoining lot is steep and not staying in place; dirt falls off into the neighbor's lot, particularly during rainfall. Pictures have been uploaded documenting the situation following rains on 5/8/2024.Concern 1: This issue poses a problem not only for me but also for the family residing in Lot 105. If dirt/sod continues to fall into the neighbor's lot, who will bear the expense of fixing it? The model home had an irrigation system along the property line; if it malfunctions, who will be responsible for fixing it?Concern 2: Pulte warranty does not cover sod and grading. If these issues arise after closing, I will incur significant expenses. There is a sudden steep incline of more than 35 degrees between my Lot 501 and Lot 105, which was the location of the model home. This steepness was present approximately three years ago, well before the grading of the other lots behind it.Concern 3: I am unable to safely mow that area; it poses a hazard to operate the mower there. Without the ability to mow, I cannot maintain the area without encroaching into neighboring yards.Concern 4: With a sizable yard, I need to address irrigation promptly after closing. However, doing so may create warranty issues. The warranty manager may assert that any modifications made after closing make me responsible for grading.I have reached out via email to the sales manager and construction manager and have also spoken with them individually. It appears their hands are tied up. The construction manager requires approval from sales, while sales has indicated they are unable to assist.Given the upcoming closing date of 5/27 and after reviewing all warranty documents and responses from sales and the construction manager, I am not comfortable proceeding without a proper solution in place.

  Business response

  05/30/2024

  The grading of ****************** lot was discussed with him in detail at his introduction meeting.We went over his plot plan and I walked his lot with him explaining to him that his grading would not be flat based on the topography of the community. ************* did not agree with the proposed grading plan designed by the engineer and requested a retaining wall be installed on the left side of his house at his back patio. I explained to him we have the grading plan engineered and the engineering did not call for a retaining wall to properly transport water away from the foundation and off the lot. Again, ************** did not like that answer.************** asked me multiple times to make his grading flat in which we responded every time that we are following the engineered design of the lot.************** has asked numerous times throughout the build cycle for a retaining wall in multiple areas of the property and additional soil to be brought in from off site in order to alter the engineered grading plan. We have graded the lot per the plan and would not be able to pass our storm water engineering inspection with the municipality if we were to deviate from the grading plan. 
  
  Due to the heavy rain events, we have experienced in the past couple of weeks we have had one small area where the water velocity coming out of the downspout has caused some erosion. We plan to run corrugated pipe with a pop up drain off that downspout to slow down the water before it gets to the swale. The sod is still new and has not fully rooted in, had the sod been fully established and we did not receive 6" of rain in one afternoon, the erosion likely would not have occurred. We will be adding pop up drains to both downspouts on the right side of the home to give the sod a chance to root in. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have filed complaints with Pulte and their *** for over 12 months regarding a Georgia pine tree that was hit twice by lightning and caught fire once. Even though Pulte admitted that the tree was in the conservation area, the *** claimed it was our responsibility. In a severe storm last week the entire top of the tree broke off landing in our backyard and barely missing our roof. Again the Pulte *** is claiming this is our problem

  Business response

  05/16/2024

  *****************,
  
  Thank you for purchasing your home in *********************** on July 25, 2022.
  
  Please know storm damage is not covered in the Pulte Limited Warranty nor by the ***********************. 
  
  Understand the information being provided by the *********************** and this email explaining that storm damage is not covered under the Limited Warranty you want to dispute. 
  
  When a dispute of Warranty claims occurs Pulte provides a method to review your concern via a Third Party mediations.  Please reference the information provided that is available to file a dispute. 
  
  Mediation by PWSC If you are not satisfied with our response to your Limited Warranty request, you have the option of requesting mediation of your Limited Warranty request by providing written notice to ***************************************** (PWSC). PWSCs contact information is: *****************************************, P.O. ******************************** (**************************************************************). Confirm the physical address before sending hand-delivered materials by calling ************. Mediation is not arbitration.It is simply the process of a third party trying to help other parties resolve a dispute. If PWSC is unable to successfully mediate your Limited Warranty request within ******************************************************** at any earlier time that PWSC determines that you and Pulte Homes are at an impasse,PWSC will notify you that your Limited Warranty request remains unresolved. At any time you may terminate the mediation process. Your election to mediate a dispute regarding your Limited Warranty request does not eliminate your obligation to comply with state procedures as described in this section
  
  Respectfully,
  *****************************
  Division Manager of *************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A month after closing, I reported the concrete foundation cracking and a few months later I reported cracked floor tiles in my dining room. I was told that the house settling caused the cracks and that was normal.The warranty department sent someone out to repair and replace the broken tiles then when he pulled them out, noticed the concrete foundation in the dining room was cracked going into the master bedroom. 5 months later, the same dining room tiles have cracked again in the same place as the others and the garage floor crack has gotten bigger.I emailed the warranty guy and sent pictures and told him the original warranty person assigned to my house was supposed to send a foundation specialist to come check out the foundation damage and no one ever came or contacted me. I dont think I should have to have it replaced again because no one repaired the foundation and not spending my money to pay for new tile every few months when it continues to crack.All I ask for is for Pulte to send someone to look at the foundation and repair it so that I dont continue to have foundation issues and possibly structural damage down the road.

  Business response

  05/14/2024

  Good afternoon,

  I am following up in regard to your flooring concern and would like to see if I can have a representative from our flooring trade partner come to assess the area. We will have a customer care manager reach out to schedule this appointment, this will be to check for any abnormal movement or defects in material or workmanship that would be related to the foundation. The tile is covered for 1-year, if defects are not caused by Homeowner negligence.  

  In response to the area being repaired before, previous actions taken to cure defects will not extend the period of coverage specified in this Limited Warranty or any applicable statutes of limitation or repose. The Builder, for a period of one year, will replace cracked tiles, bricks, marble, or stone flooring and will attach tiles, bricks, marble, or stone which have detached from a surface, unless the defects were caused by Homeowners negligence. The Builder is not responsible for discontinued patterns or color variations when replacing tile, brick, marble, stone flooring, or grout. Hollow tiles occasionally occur and are not covered by the Limited Warranty. 

  Customer response

  05/14/2024

   
  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a newly built home since July 2023 that has ongoing sewage problems. The first occurrence was in September where sewage (feces) had backed up into my shower. A plumber was sent out who discovered that it was a structural/building problem in which the sewer and water was on the same line. Since then I would have occasional clogging issues with toilet or low pressures with the shower that would resolve on its own. The second occurrence happened in February and nothing was done. The third occurrence happened May 3 and this is the worse it has been. At the moment, ** still waiting for someone to fix the issue yet again. Theres no reason why f**** should be in my shower. I shouldnt be afraid to shower because Im not sure if sewage will back up while Im in there. This is unacceptable, unsanitary, unhygienic and no one should have to deal with this especially in a newly built home.

  Business response

  05/06/2024

  Please provide your complete Pulte address so we can forward this along to the correct contacts. Thank you! 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home from Pulte(DelWebb-Viera) on July 16, 2023. Both showers were built incorrectly, and Pulte refuses to make the repairs. They ignore my repair requests after telling me that the plans were approved and signed off. The master shower bench is 241/2 high when by law should not be higher than 19. The manager said it is 20 from the bathroom floor. The shower floor dips about 4 down and that where I use the shower from, not from the outside of the shower. He is lying and using that excuse. This is a hazard because one has to literally jump off the bench to get off on a wet floor. To raise your leg to shave, one has to raise the leg very high. Its not functional and dangerous. The second shower also dips down 3, and the top of the tile is at the level of the bathroom floor. There is 11/2 of gap between the edge of the tile and the glass wall of the shower creating a gap that collects water and seeps onto the bathroom floor.This is a 55+ community and the PulteGroup refuses to correct their errors in building these two showers.I also felt discriminated by the PulteGroup personnel. From when I was making the selections to the building supervisor to the maintenance personnel. Btw: I asked two of my neighbors for the height of their shower benches and they sent me photos with the measurements. Both benches are 20 inches.

  Business response

  05/20/2024

  Per the Central FL leadership team: We have met with the customer on several occasions. The showers in her home are built per plan. She has requested for the seats to be lowered. We have denied this modification request. The reason for the denial was explained to the customer on May 9th.   

  Customer response

  05/21/2024

   
  Complaint: 21662021
  
  I am rejecting this response because:
  First, Pulte is including now the 2nd shower which is a whole different problem and it does not have a bench.  Last week ************************* from Pulte met with my sister and agreed that the  shower was built incorrect where the leveling of the shower floor was not allowing the water to drain properly.  He emailed me asking if I had extra tile.  I informed him that I was never given extra materials.  He stated he was going to schedule to fix that shower. In that email I asked him once again about the master shower bench. He stated that that request had been rejected because the shower bench was built by their approved plan. A plan that is measuring the bench from the outside floor and not the shower floor which is 4 inches below the bathroom floor.  I told him that when I go back to my home I would like for him to come over and show me how he can sit on the bench from the bathroom floor through the glass in order to make his statement and affirmation that the bench was built by plan, true.  Now it sounds like because I have asked to get my bench repaired, I do not know if he will now fix my hallway bathroom shower. Every bench in every shower in that  Pulte DelWebb-Viera subdivision is 20 inches high except for mine.  This is a 55+ community and these people are a bunch of bullies who want for the warranty time to expire and for the owners to just shut up and do not complain about their terrible craftsmanship .  Both of my showers have problems because of their bad construction and now they do not want to absorb the cost for their mistakes.  This is unacceptable and I really need your help.  The Pulte employees have seen with their own eyes that the master shower floor is 4 inches below the bathroom floor and that water in the second shower pours into the rest of the bathroom and that they are both a hazard but are refusing to as of now not fix the shower bench and I have not heard if they are now going to fix my second shower.  With all the evidence, they still refuse to take responsibility for their mistakes.  Pulte is justifying that they have a signed plan, that they very well know its wrong.  Pulte managers feel they can just bully me, the owner. They must not be allowed to do this to consumers.

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

  Business response

  06/06/2024

  Good Afternoon-
  
  I appreciate your perspective regarding your case, however we stand firm that this matter is closed. As previously discussed, the showers are built per plan and we will not be moving forward with any modifications.
  
  If you still feel as though this is not acceptable or within industry standards, I would like to refer to you to section 7 of the warranty guidelines on page 17 of the attached warranty. You have the option of requesting mediation of your Warranty request by providing written notice to ***************************************** (PWSC). Their contact information is included on page 17 of the warranty for your reference.
  
  We are confident in our decision in this matter. Have a good day.

  Customer response

  06/07/2024

   
  Complaint: 21662021
  
  I am rejecting this response because:

  Pulte is basing the building code according to the tile measurement outside the shower and not inside the shower which was built 4 inches below the bathroom floor tile.  
  once again, this company thinks that they are so big and powerful that they expect me to just coward to them and just live with a faulty shower bench.  Please help a me, a consumer not to get bullied by Pulte.  I paid close to $600,000 to have to settled for a mistake their builder made.  I would also like to add to my complaint that I have felt discriminated by this company from the beginning with the two sales ladies and with the building manager.  The salesperson did not like the fact that she could not talk me into getting extras and to add to the cost of the home.  The manager was rude, left the house very dirty.  I was told that they do not do hospital cleaning.  I was so displeased and disappointed but since I arrived to ******* the day of closing I just went ahead and closed. By the way,  I did not noticed the shower bench height the day of the closing. The sales lady did not attend the closing.  She sent somebody else.  The building manager begged me to give him no less than an 8 on his rating.  I was discriminated against and wonder if they treat others like they have treated me. 

  The entire block has 20 inch shower benches except for me.  This is a 55+ community and this bench is accentual to bathing.

  
  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. ↩