ComplaintsforPulte Group

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/02/2024

  Greetings-

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/20/2024

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

  Customer response

  06/20/2024

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

  Business response

  06/21/2024

  To whom it may concern,
  
  In accordance with the Pulte National Warranty, Section 5 outlines the procedure for Requesting a Home Repair.
  The process entails the following:
  Contact Us.
  Allow us to investigate.
  Our response.
  Repair Process.
  
  Based on the timeline of events provided. The home warranty had expired when reported to us, and repairs were already completed by the home owner. For a warranty case to be considered, it must be within the applicable warranty period, We have to be given the chance to investigate a construction defect, and must have the ability to give a response after the investigation whether a construction defect would be covered under the Limited Warranty.
  
  The warranty request was submitted on 5/19/2024, at the time of this request the home owner had already hired an independent contractor to replace shingles and roof sheathing of the home.
  
  Section 5.2 of our National Warranty goes in depth on Failure to Allow us to Make Repairs
  We are not responsible for any damage that occurs because you failed to allow us to timely make repairs. Additionally, if you make or pay for repairs without first notifying us of the problem and allowing us to investigate and repair it as required by this Limited Warranty, then we will not reimburse you for those repairs.
  
  Thank you for your time in this matter. 

  Customer response

  06/21/2024

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

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

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  06/11/2024

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

  Customer response

  06/12/2024

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

  Business response

  06/17/2024

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

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dayu Sun

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/10/2024

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

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/07/2024

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/07/2024

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having a problem with the warranty repair work on my home. I have a 1 year warranty and it appears that Pulte is trying to deny needed repairs .I have been called a liar and talked to in condescending ways. By their service supervisor/manager . I would like to resolve the repair work through the better business bureau .This way I have a record of what they are saying .I have a concern about visible stucco damage on my home their manager told my to buy more mulch and cover up the damage . My garage floor is in rough shape and service manager is insinuating I caused the damage. I an tired of being called a liar . It appears Pulte is trying to get out of the repairs and trying to allow my warranty to run out .My neighbor is also having garage floor concerns and has a text from the service manager stating you should have complained prior to closing and maybe we could of helped you . Their intent is not to help .Your assistance in this matter is great appreciated.

  Business response

  06/13/2024

  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 Central FL 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 Central FL team contact information below to address your home concerns.

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

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

  Thank you! 

  Customer response

  06/16/2024

  I have an appointment with Pulte this Tuesday and will follow up afterwards with the results 

  Business response

  06/25/2024

  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 Central FL division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local Central FL team contact information below to address your home concerns.
  ************************************************
  *************
  

  Customer response

  07/01/2024

   
  Complaint: 21799293
  
  I am rejecting this response because: They still need to repair the tile in my home. The elevation is scheduled to be repaired as needed ,I will respond after the work is completed .Still awaiting response on repairing my garage floor .I believe it should be left in a condition where if the home is sold the purchaser wouldn't have a complaint I would have to have repaired at my cost . 
  
  Sincerely,
  
  ***************************

  Business response

  08/06/2024

  I have escalated your ongoing concerns internally, and am actively working to get a status update. You can expect that the local team will be following up with you asap. Thank you!

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a new construction home from Pulte and I closed on May 16, 2024 . As of June 2, 2024, I am still unable to live in my home as Pulte has not done remediation and repairs for water damage to my home and has not replaced my baseboards and drywall. On May 22, 2024, water leaked from the second floor of my home through the ceiling into the entry way area of my home. The water from the leak caused water to fall on my baseboards and the drywall in my home. My mother immediately informed the construction manager, ****************** who was in the area, of the leak and he witnessed the water falling on the flood in my home. I also submitted a written request for a work order on May 22, 2024, for repairs through the Pulte portal. After observing the leak, ****************** advised that he would inform *********************. This was at approximately 5:00pm on May 22, 2024. Pulte did not send a plumber, ******, to my home until after 6:00pm on May 23, 2024. ****** advised me that he was sent there to cover their butts and he did not fix anything in my presence but may have fixed something when I wasnt there. As of June 2, 2024, Pulte has failed to replace my baseboards, drywall or do any remediation for my home to bring it back to the same condition that it was prior to the flood. Instead *********************, a Pulte worker,advised me on May 30, 2024, that the flood may have been caused by my mother doing laundry and flooding the house. ***** is not acting in good faith and being disingenuous and clearly showing that Pulte has no intention of repairing my home. The front load washer technology does not allow anyone to flood a home by opening the door. The air quality in my home has been poor since closing as insulation was coming into my home in addition to the possible issues from the flood. I paid $460.57 for an air quality test, and ***** advised me on May 30, 2024, that Pulte would not reimburse me stating there is a policy but he has yet to produce that policy in writing.

  Business response

  06/13/2024

  Greetings-

  I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

  I will be contacting the ***************** division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you. 
  
  For your convenience, the Southeast Florida team contact information is below-
  *******************************************
  *************
  
  Have a good day. 

  Customer response

  06/14/2024

   
  Complaint: 21793045
  
  I am rejecting this response because: yesterday, June 14, 2024, I received a call from *******************, Division Manager of ************* at ********************** and he stated that he believes that what could have caused the leak is  my mother left the washer  door open and flooded my home. My mother did not do that. Nor would the washer  allow anyone to open it up when it is full of water. The washer is a new high efficiency front load washer that locks in the middle of a load. Even if you are able to pause  the washer  when it is on spin  or another part of the cycle, the high efficiency front load washer stops when the door opens and it does not and cannot let out that amount of water that could flood wash room and then seep down to the first  floor. Pulte does not even know  much about the washer  that it puts into homes. Furthermore, while Pulte dragged its feet and waited over two weeks to send a mold/leak detector person to my home, I had to live with  my retired mother who does not have a salary from job and I increased her light bill, water bill and gas bill.  How would   my mother benefit from having these increased expenses? Two individuals who were hired by Pulte came  to my home and inspected the area of the leak, and one person said he believed the washer line was backed up with Construction debris which caused the leak, and the other person said that the way that  the line  was connected  on the left  and also being zip tired to the hot water on the right, would  "spring a leak." However, instead of Pulte acknowledging these scenarios, Pulte is still operating in bad faith and making up lies about my mother  instead of owning what they did and trying  to remedy it. Sadly, my mother and father own a home in same neighborhood  that Pulte built, and they encouraged me to buy from Pulte because they thought  that they were a good company. However, they were wrong as my mother is now being lied on and  used by Pulte as scapegoat, to try to cover up for  the fact that Pulte has not constructed my home in accordance with Florida Building Code or timely met the requirements of the warranty in good faith.  I could not live in my home for three weeks and Pulte has not even offered to provide me any living expenses due to their failure to provide me with a home that was ready for closing, in a safe condition and free of material defects. Pulte did not even provide me with hot  water in my home until June 11, 2024. I put in a work order for hot water the week before which was ignored. Pulte didn't get a plumber  out there to my home  until I sent an email with a complaint to management and then the plumber Pulte sent came and said that they failed to put the water heater at the required  120 degrees. Hot water is supposed to be provided under  the Florida Building Code. The water heater is a tankless water heater and I cannot change the temperature on my own. I was forced to shower without hot water. Also, ***** stated that the mold test they conducted  was negative. That is incorrect. Air quality tests give you the numbers of mold among other things in the air. Mold is present in my home and everyone else's  home. So it is not a negative or positive test like a blood test. It is simply a numbers calculation and then someone will determine how much is the normal number of mold in the air in their opinion. However, there are no national standards, or government standards of the acceptable or a normal number of mold in residential properties. Furthermore, what maybe normal for someone else is  not normal for someone with allergies, asthma and autoimmune issues like  me.  So once again Pulte Management is lying. I advised ***** of this information which I guess he assumed I did not know and he admitted that I was right about the mold report and mold test. So why did he lie to me about it in the first place if Pulte is trying to resolve the issue and operate in good faith? Also, ******************* that only leaks which require someone to shut off the water in the home are emergencies. On which planet is a leak that travels from the second floor to the first floor not an emergency? Imagine if I had to shut off my water when the leak occurred and had to wait on Pulte to resolve it. Pulte didn't send a Plumber until after 6:00pm the following day who stated he wasn't there to fix anything but to "cover their butts".Again, I did not shut off my water, but what if I did?  How long is someone  supposed to live without water.  Pulte  didn't send the mold/leak inspector person until June 6, 2024 and the leak happened on May 22, 2024? How could Pulte really have wanted  to determine what the source of the leak was if it waited more than two weeks to send someone. Isn't water required in residences under Florida law? Imagine if I had to shut off my water that entire time.  If this is a manager, Pulte really needs to clean house as it seems like from the top to the bottom it is a mess. Pulte should not even be able to build a tepee for anyone. Stop lying on my mom and dragging your feet, and do a better job with your construction like at a minimum, comply with the Florida Building Code, and fix my home. 

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/03/2024

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

  Customer response

  06/03/2024

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

  Business response

  06/05/2024

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

  Customer response

  06/10/2024

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Pulte Group regarding their handling of my mortgage loan approval process, which ultimately resulted in significant inconvenience and financial loss on my part.On 4/3/2024, I entered into a home buying agreement with Pulte Group, having been assured of mortgage loan approval through their services. I diligently complied with all requirements and provided the necessary documentation for the loan approval process. After receiving confirmation of approval, I made arrangements and prepared for the closing date, which was scheduled for 5/24/2024.However, just a day and a half before the agreed-upon closing date, I received unexpected communication from Pulte Builders informing me of the withdrawal of my mortgage loan approval. This sudden reversal left me in a state of distress and uncertainty, as I had made plans and commitments based on the assurance of loan approval.I have incurred additional expenses due to the rescheduling of the closing date. Furthermore, the time and effort invested in preparing for the closing date have been rendered futile due to Pulte Groups' actions.Despite my attempts to address the matter directly with Pulte Group, I have not received a satisfactory resolution or written explanation for their actions. Therefore, I am seeking your assistance in resolving this dispute and obtaining fair compensation for the financial losses and inconvenience inflicted upon me by Pulte Group' withdrawal of my mortgage loan approval.Attached to this complaint, you will find copies of relevant documents, including receipts for any additional expenses incurred as a result of this situation.I am asking for a refund of $300 for the inspection of the home I was going to purchase as well as $780 for the packing and unpacking of all of my items I was going to have moved to the new home I was purchasing. A total of $1,080.

*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. ↩