ComplaintsforPulte Group

• Initial Complaint

  10/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I closed on my Pulte home June 23rd. The list of defects was too long to list here. I immediately began the process of documenting the issues and requesting repairs. Repair requests have to be made several times and then followed up on before they are responded to. When Pulte does respond, they first schedule someone to come out and "assess" the complained of problem (you can see from the attached photos that were sent to Pulte at the time of the repair request that the concerns are documented and legitimate) and then another appointment is scheduled for the repair. Both of these are scheduled without homeowner consultation. Often, the repair person scheduled does not show for the appointment and we have to start the process again. I am being told that my wall of cabinets that is different from all other cabinets in the home will not be replaced because "that's how they come". And, that I need to deal with Whirlpool directly regarding the bent hood.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/11) */ 10/11/21- I spoke to homeowners on the phone to discuss issues in their home. We currently have a dented hood vent, Master bath shower grout issue, Wet bar sink that needs adjusted, & cabinet issue. I explained that the hood vent is being taken care of and I would follow up on dates Whirlpool provides and that is possible there could be delays with material. I also **** follow up on trades for cabinets, grout, & sink & **** respond when trades can get back out to house. Last service was scheduled on 10/4/21 to eval these items. It was stated that ILG flooring missed an appointment & I'm looking into see what happened and **** get the Customer Care Manager & ILG Forman out to get repair scheduled as it was fixed prior but grout is still discolored. I **** be back InTouch with homeowner before the week is over.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We Signed a contract over a year ago and finally got a closing date for the 29th of September. Pulte Scheduled a walkthrough on the 27th which we attended and met with the Superintendents assistant, Aaron. We walked the home and noticed a slew of issues with drywall, paint, cabinets, dented appliances, lighting fixtures that were not fully installed, holes where the AC vents go and also holes where the water heater plumbing goes in the wall. We taped everything was were unsatisfied with for them to fix. We were told by Aaron that they did not have the certificate of occupancy yet and that Title might push back the closing date so he would call us to schedule the final walk though. They ended up pushing the closing date to the 30th at 4pm. We never received a call about the final walk through until 430pm. We assumed the repairs were done but they were not. As of today we have given Tony David the superintendent 3 chances to fix everything but very little was done.

  Business response

  10/22/2021

  Business Response /* (1000, 8, 2021/10/14) */ Contact Name and Title: **** Brindley Contact Phone: XXX-XXX-XXXX Contact Email: *********@pulte.com We have talked to the customer and met at his home (Michael Suiche, CCM) and have a schedule set up to get his remaining items taken care of. All work is scheduled for October 26 and 27th per the customers request.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pulte statement of quality and safety in every home built. We decided to pay for upgrading upstairs railing where they state 200lb lateral force @ 36" height end post. It will fail and break. Pulte has tried to address post and fix floor/reattach post. Safety of my kids as this is along a upstairs hallway. Currently, the end post is separating from railing and base/floor board is swaying with end post. Looking for refund upgrade fee for this so it may be fixed properly.

  Business response

  10/14/2021

  Good morning Mr. ********************* reference our emails and phone calls We're working to schedule a time to review your railing and roofing concerns. Please respond accordingly.
  
  Regards,
  ***********************
  VP of Construction
  Pulte Homes - ******** Division

  Business response

  10/22/2021

  Business Response /* (1000, 8, 2021/10/14) */ Good morning Mr. ****, Please reference our emails and phone calls We're working to schedule a time to review your railing and roofing concerns. Please respond accordingly. Regards, David Graham VP of Construction Pulte Homes - Michigan Division

  Customer response

  01/24/2022

   
  Complaint: 16323586
  
  I am rejecting this response because:
  Case ******** was not fixed by Pulte and was closed for only their business efforts. They need to have a bad rating from BBB as they will be kicked out if michigan very soon. They still have not fixed a faulty railing that will cause harm and injury from their lack of customer experience. They have done to fix this issue.
  Sincerely,
  
  **** Peer

  Business response

  01/24/2022

  Because every market across the nation and situation is unique, all requests are managed, and decisions are made at the local division level.  
  
  The Michigan division will determine the best team member to review your concern and conduct the remaining steps the in the field with you. You can expect someone within your local division to contact you within 48 business hours to discuss next steps. Thank you for working directly with the local team to address your concerns.
  
  Also, I have included the local Michigan team contact information below for your reference.
  ***************************************
  **************

  Customer response

  01/26/2022

   
  Complaint: 16323586
  
  I am rejecting this response because:

  no one from the business contacted me and have ignoring each communications efforts.

  Please remove them from a positive BBB rating.  I expect way better customer care then they have provided myself and my co-owner neighbors.

  
  Sincerely,
  
  **** ********** of Directors North Sky **** HOA

  Business response

  01/28/2022

  Mr. Peer,

   

  The offer to secure the newel post through the floor and rebuild the handrail to provide a more secure assembly still stands as proposed in October 2021.  See attached email.  Please note this does not include the $10,000 credit you're requesting.  

  If the proposed work is acceptable, please reach out to me directly at **************************************************.

  Regards,

  
  ***********************
  VP of Construction Operations :: ******** Division
  Direct **************
  
  

  Customer response

  01/28/2022

   
  Complaint: 16323586
  
  I am rejecting this response because:
  

  Pulte homes had three times to address and fix the newel post.  Once before closing and then twice after where the mess of outing up the floor was my time on cleaning up that never fixed it.  Also a resolution on working with multiple individuals at Pulte for these three years.  

  $10,000 is for my time spent on issues of the house and for the quote on new newel post and railing plus basement waterproofing and roof redone.

  
  Sincerely,
  
  **** ********** of Directors, North Sky ********

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The absolute worst experience of my life. I'm a first time home buyer In Germantown, MD and unfortunately, Pulte made my first experience a nightmare. They increased my stress and anxiety levels to an all time high. The underwriting team continuously took me through the ringer. The craftsmanship of my home is of very poor quality and unprofessional as well. The underwriting team was the absolute worst and although the home is poorly constructed the underwriting team was by far worse than the contractors! The wood dry wall chipped and cracked paint all over the walls ant problems wood work chipped dirty closets dirt on the wood work dents in the walls. The home is in bad condition

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/22) */ We spoke with the customer on 09/21/2021. We agree that the home requires drywall, paint and caulking touchup based on the pictures provided by the customer. We have scheduled an appointment to meet with the customer on 09/24/2021. After our inspection we **** arrange a mutually agreeable time to perform the necessary repairs. Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response as the home requires replacement of some wood working and the refurbished materials that they used also need replacement. Lastly the stoop in my front yard and also the cemented/paved walking area is unfinished. Once the appointment that has been arranged with the representative from Pulte, and I have an agreement in writing with a date of completion for the number of unfinished and low quality work in my home I will accept the repairs Business Response /* (4000, 9, 2021/09/24) */ We met with the customer this morning (09/24/2021) and inspected the home. We agree that in addition to the aforementioned drywall, paint and caulking touchup we must also address - 3 tiles in the hall bath, touch up the bottom edge of the front stoop, replace a section of the lead walk, replaced two kitchen drawer fronts, replaced casing on two doors on the 3rd floor and sand and touchup the exterior metal rails. It should be noted that we do not utilize refurbished products. We are acting in accordance with the terms and conditions of the New Home Limited Warranty and Performance Standards and as such respectfully request this BBB case be closed.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a patio home from Pulte in the Lexington 7 sub-division in Ashburn, Va. While we had several major issues that needed Pulte's attention, they responded, with some prompting, and made the necessary repairs. One major issue that they did not address correctly was the replacement of a major section of the flooring around our laundry room. Upon inspection, it was determined that there was a significant leak in a drainage pipe in the back of the laundry room. The lead resulted in the walls and wood flooring in the master bedroom closet, and the area around the outside of the laundry room. Pulte repaired the leak and drywall in an acceptable manner, but when the replaced the flooring, they replaced it with a different color and with a different "sheen" than that all of the rest of the flooring in the house. We paid an upgrade premium for the flooring that was installed over most of the downstairs and upstairs of our home. The result looks like a poor patch job.

  Business response

  10/01/2021

  Business Response /* (1000, 6, 2021/09/22) */ We will be reaching out to this customer to discuss further, however we have confirmation from customer to install flooring in its current state. Additionally, flooring meets our performance standards and tolerances for shade variation regarding replacement as agreed to in the Home Purchase Agreement under the Pulte New Homes Limited Warranty; Performance Standards.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had secured Pulte warranty service works orders for at least 12 months. They initially said that due to Covid, they were not doing any work orders. But now they are not even returning phone calls or emails. The 3 works orders are:1. Grading problems in back yard and along fenced in porch om north side.2. Replace door hinge screws with longer ones since they stripped the door wood.3. Insulate the ceiling hatch to attic in laundry room. Just want 2 " of Styrofoam.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/29) */ Pulte Homes apologies for this customers concerns. Pulte Homes **** reach out to this customer by end of the day Friday, 10/1/2021 to schedule a time to address these concerns at a time that is convenient for the buyer. Thank you. Consumer Response /* (2000, 7, 2021/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (4200, 12, 2021/10/05) */ Par for the course!!!! I still haven't heard from Pulte on the needed repairs. According to your response from them, I was supposed to hear from them last Friday. Can the case be reopened untill the repairs are completed? Thanks for all of your help thus far, *** ****** Business Response /* (4000, 14, 2021/10/08) */ Pulte Homes customer care manager has met with this customer and has addressed the concerns brought to our attention and to the customers satisfaction. Thank you. Consumer Response /* (4200, 16, 2021/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) the grading still has to be done and the rep was going to speak to that company. no show as of this writing.

  Business response

  09/29/2021

  Pulte Homes apologies for this customers concerns. Pulte Homes will reach out to this customer by end of the day Friday, 10/1/2021 to schedule a time to address these concerns at a time that is convenient for the buyer. Thank you.

  Customer response

  09/29/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

  Customer response

  10/05/2021

  Par for the course!!!! I still haven't heard from Pulte on the needed repairs. According to your response from them, I was supposed to hear from them last Friday. Can the case be reopened untill the repairs are completed?
  Thanks for all of your help thus far,
  *******************
  

  Business response

  10/08/2021

  Pulte Homes customer care manager has met with this customer and has addressed the concerns brought to our attention and to the customers satisfaction. Thank you.

  Customer response

  10/09/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  the grading still has to be done and the rep was going to speak to that company. no show as of this writing.

  Business response

  11/23/2021

  The ************-Louisville division is actively working to resolve these issues. The internal case is still open. Please reopen the BBB case. I will request an update from the division.

  Business response

  01/03/2022

  All interior and exterior concerns have been addressed at this time. This should be closed out as complete. 

  Customer response

  01/03/2022

   
  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

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have warranty issues and Beyond with Pulte new home builder since we moved in on May 4, 2021. I have lists of complaints I have submitted numerous occasions and Pulte refuses to fix the issues. Aside from the problems inside my home. They also ruined our yard and have created a swamp in our yard. They are also refusing to correct the problem. Ben Meyer and Bob and Brandon our Managers have been out here few times and have seen the issues. Not one will address tge issues but call the cosmetic, I did not move into a broken up home that is now called "cosmetic issues". Your Manager Ben also tried to say we flooded our own yard and proceeded to state that our neighbor is too scared to speak with us. We find that to not only be not true after speaking to our neighbors, this has also left us very uncomfortable and feel like he was trying to create a Hostile environment between us neighbors by saying stuff that is not true. I find Pulte unprofessional and do not stand behind the quality

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/24) */ September 24, 2021 Dear **** ******: RE: Complaint Case No. XXXXXXXX Consumer: **** ****** Case Opened: 9-24-21 We are in receipt of Mrs. ******'s complaint regarding service concerns in their new home. The Customer Care Manager, Brandon Contino, and I visited with Mrs. ****** on Friday, September 17th to review her service concerns. The visit on 9-17 did not start well when I tried to explain that we were there to address the wet area in their yard. I explained that we will not be coming back to address cosmetic concerns. Mrs. ****** became very upset at this point. We were able to regroup and look at the wet spot in the yard and the irrigation control panel. We were able to speak with Mr. ****** over the phone during this time. I let him know that we found some settings in the irrigation control panet should be changed. I also let him know about the chl thaanges that I made and that I was going to turn off the irrigation valve on the outside of the home to allow the yard to dry up and we would inspect again at a later date. At this time, I would like to point out that, according to the sales agreement that Mrs. ****** signed andw the NeHome Limited Warranty she was at the timeprovided th ofe purchase agreement, the BBB is not an agreed upon form of mediation. This is explained in section 7.1 of our New Home Warranty on the attached document. Thank You, BEN MEYER Division Process Improvement Manager : Minnesota Division cell (XXX) XXX-XXXX : : e-mail **************@PulteGroup.com Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) pulte has done nothing to address any of the concerns with my home. There is damage through out my home that they don't want to fix. Including g the swamp they created in my yard. Warranty on the house is for 1 year a d covers everything I have been complaining about since move in. No where in my purchase agreement did I agree to a broken house and nothing to be done by the builder. It's all Warranty issues. What is not a warranty issues are the horrible treatment Ben,Brandon,Bob,ect. At Pulte and no where did I sign for them to try and insult us by there mistakes and cause problems between neighbors, by Ben stating they have a fear of speaking to us. That is completely false after speaking to the neighbors, we are never or have had issues with. That is uncalled for and unprofessional. I also suffer from high blood pressure and since we moved in, Pulte has almost put me in the hospital. Maybe next time I will end up there. This is unprofessional and needs to be resolved ASAP Business Response /* (4000, 12, 2021/10/06) */ Customer Care Manager Karry Tierney with Pulte Homes visited with Mrs. ****** on Tuesday XX-X-XX to review her concerns. It sounds like Mrs. ****** is now more comfortable with the process of warranty repairs with their new home. We look forward to assisting Mr. and Mrs. ****** with any future concerns with their new home. There is currently a work order to address their drainage concern in their back yard and we will keep them updated on what we find out. Thank You, Ben Meyer (Pulte Homes) Consumer Response /* (2000, 14, 2021/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will see what happens at our 1 year. I guess I am was confused about the warranty process and what 1 year meant. I thought repairs needed to be completed prior to our 1year warranty not at the 1 year mark.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We closed on our Pulte home on 12/13/19. At the time we closed there were issues with the home that we were assured would be resolved. At the time they were relatively minor issues, a damaged fireplace mantle, some cabinets, a cracked and settling front walk, some landscaping issues. Within 6 months of taking possession of the house the roof was leaking. That took 4 tries to fix properly but that appears to be ok at this point. The leak ruined the floor in the office.They replaced part of the floor rather than the entire room and soon thereafter the rest of the floor came up. The Pulte rep had the flooring company come in to evaluate the floor and they said the entire floor was bad and needed to be replaced, installation error. We were given a date for the floor replacement which they changed after we packed everything. Pulte refuses to accept any responsibility for anything, nor do they consider our inconvenience. They say we can't sue. We feel they have breached the signed contract.

  Business response

  10/07/2021

  Business Response /* (1000, 9, 2021/09/29) */ Pulte Homes is in the process wrapping up the flooring replacement in this customers home this week and hopes the customer is more than satisfied with the repairs. If they aren't, we ask them to continue to work with their Customer Care Manager as Pulte is committed to their satisfaction. Thank you.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - First complaint #8d3b8ae3-e8a0-11eb-8c56-0e63a05a1194: Finished basement bathroom issues and other home finishes that were not getting addressed by Pulte. - After First Complaint: Regional Director did a home visit accompanied by the Warranty Manager. Goal to supervise the quality of repairs carried out after first Complaint. Current complaint: Lack of follow up on repairs, contractors not informed correctly on the repairs needed, no supervision post repairs, repairs are resulting in additional damage to property- bathroom tub broken after bathroom repair, carpets not installed correctly and without end-caps. Send contractors with work orders for specialties they don't have (drywall contractor sent to also repair carpet). Parts of exterior seal missing and broken. Open work orders still pending 2 months after initial Complaint. Desired Outcome: Pulte to own complete quality check on home, repairs, contractor management and work supervision by Warranty mgr THEN District. Mgr.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/17) */ September 17, 2021 Dear ****** *******: RE: Complaint Case No. XXXXXXXX Consumer: ****** ******* Case Opened: 9-14-21 We are in receipt of Mr. ******* complaint about service concerns in their new home and frustrations with process of completed exterior items. The Customer Care Manager Karry Tierney and myself visited with Mr. ******* on Wednesday September 1st to review his service concerns. Karry and I had a plan to address remaining service items in Mr. ******* home and during some service calls Mr. ******* became frustrated with the miscommunication between Karry and some of trade partners. Mr. ******* has also recently found a crack in the basement bath tub and requested a full replacement. I spoke to Mr. ******* over the phone on Thursday X-XX-XX to apologize for any frustrations he is experiencing regarding the services performed recently. I tried to explain that some of the miscommunications are due to some less experienced employees and trade partners that may not understand what our work orders are addressing. I also explained that we do not replace bathroom fixtures with the type of damage that *** has found on his bath tub. I did agree that if the service technician thought the fixture should be replaced we will follow that recommendation. Mr. ******* did not agree to this decision and commented that he will mediation through the BBB system. At this time I would like to point out the according to the sales agreement that Mr. ******* signed and the New Home Limited Warranty that Mr. ******* was provided at the time of the purchase agreement the BBB is not an agreed upon form of mediation. This is explained in section 7.1 of our New Home Warranty on the attached document. I concluded the call with Mr. ******* by letting him know I will try to assist our team in an effort to complete all his remaining service items as soon as possible. Thank You, BEN MEYER Division Process Improvement Manager : Minnesota Division cell (XXX) XXX-XXXX : : e-mail **************@PulteGroup.com

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I recently moved into a Pulte home in the Summerhour division in Kennesaw, GA. Prior to our closing on July 30th, our field manager submitted a work order to escalate the delivery of our refrigerator and a part that was missing underneath the oven. We have reached out for the status and have been unsuccessful with getting a true status of the work order. Also, we submitted a request to Customer Care to remove the framing around the concrete at the bottom of deck and still no luck. After we closed on our new home on July 30th, the customer service has decreased significantly. Request your assistance with accomplishing the remaining action items so that we can close the loop with Pulte peacefully.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/13) */ We have been in contact with the customers today and have had part of their concerns resolved today as scheduled. The fridge is scheduled to be delivered Friday. We **** continue to work with the customers to resolve their open items. Thank you

*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. ↩