ComplaintsforPulte Group

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is against Pulte Homes. We purchased our home as a new build in October 2017. We submitted a warranty claim on September 8, 2021, for a plumbing line leak that occurred in September 7, 2021, after a stud nail eventually protruded into a plumbing line that services the guest bathroom. The warranty covers leaks for 5 years. Pulte refuses to honor their warranty. We mitigated our loss by having the leak addressed immediately. We then paid for drywall and baseboard repairs after Pulte refused to honor their initial approval of these repairs. Attempts to elevate within the Pulte warranty department are met with refusal by the local warranty manager. The documents attached show photos of the damage and a more detailed outline of the exchange with Pulte.

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/09/14) */ Dear BBB, Thank you for forwarding the response communication from ***** and Lori ******* regarding their water intrusion concern. We are unable to honor the request for a warranty repair. The warranty period for water intrusion is 5 years from the close of escrow date of 10/30/2017; however, the customer did not allow us to investigate and make repairs. We were not made aware of the problem prior to the customer having repairs completed. The Pulte National Warranty states on page 15: 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 Warranty, then we will not reimburse you for those repairs. We appreciate you making us aware of this customer contact. Pulte maintains its position and considers this matter closed. Respectfully, ****** Marquez Division Director of Customer Care Arizona Division Consumer Response /* (3000, 7, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see full details of the interaction with Pulte in the attached. Response is not accepted. Beyond the local warranty manager, Pulte has not contacted the homeowner for additional input. During the phone conversation where my scheduled repairs were 'denied', I pointed out to the local warranty manager that we mitigated our loss by having a plumber address the leak as soon as possible. During the call, I asked for her manager's name on several occasions, which she refused to provide. I also ask that our situation be elevated to a higher level at Pulte and she could provide me with no options. She also told me that Mackenzie was in training and should not have scheduled the drywall and baseboard repairs to our home. Pulte has found every way to deny payment of a substantiated warranty claim and not treat its customer in good faith. They have demonstrated of culture of leading with 'no' at every possible moment. They have also demonstrated a lack of knowledge of their own warranty terms. Unless a homeowner follows a warranty provision to an exacting level that is not reasonable and not well stated in warranty language, the homeowner's claim is denied. There is no due process. We are seeking resolution of plumbing reimbursement and drywall and baseboard repair reimbursement. Warranty Clauses from the Pulte Warranty are noted as follows: 24.4 Plumbing Leaks In the event that water leaks are found in any supply lines, drain lines, piping, faucets, bathtubs or showers that will cause damage to the home if not corrected, the Builder, for a period of 5 years, will repair as necessary... 5.3 Emergency Repairs If an emergency condition exists that requires immediate repairs to protect the safety of occupants to your home or to prevent imminent serious damage to your home, you may make the repairs and we will reimburse you the reasonable cost of those required repairs that would otherwise be covered by this warranty. You are still obligated to give us notice as soon as possible, even in an emergency situation. Business Response /* (4000, 14, 2021/09/23) */ Dear BBB, to recap, paper copies are left in all new homes at the time of the closing walk for homeowners, which explain the process for requesting emergency service. We are unable to approve the homeowners' request for reimbursement for repairs, as we were not provided the opportunity to investigate and repair ourselves. The repairs had already been completed by time we were able to speak with the homeowner. This was explained to the homeowner via phone on 9/8/2021. Sincerely, ****** Marquez Division Director Customer Care

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the roof of the house was not made properly, we saw a mouse getting into the attic. Since the roof was covered with shingles before it was completely closed, the rats made their way and settled in between the roof. Since it is a detectable situation after living in this house, the construction company needs to close this place immediately, but I cannot reach anyone. I need your help with this, please. The available aperture is full-length and has an aperture of more than 3 inches. Playwood wasn't downloaded until the end. Isn't such a situation that should be immediately intervened by the construction company, since it is a situation where it is clearly a construction error, regardless of whether it is guaranteed or not? Can you please help us with this? sincerely thanks.

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/09/20) */ Pulte Homes has been in communication with this customer and has sent a contractor out to evaluate the customers concern. Pulte Homes has committed to the customer that it **** correct the areas of concern. Once we have a date a contractor can do this work and this date works for the customer, the work **** commence. Thank you.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pulte owes me 15K refund, I signed the paperwork for a refund, they have signed it as well. No refund. I want my deposit back as promised

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/03) */ We spoke to the above buyer, and explained the timeline for her return. Refund request was requested on 8/25. It takes 3-5 business days paid by Ebill. We followed up regarding delay. Thank you

• Initial Complaint

  08/31/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We originally decided to buy a home through Centex: The Grove at Bull Creek in Taylor, Tx. This is a Pulte Mortgage company. We were told we were unable to sign the contract until May/June. When that time came around, not only had the price increased, we were told we couldn't sign until July. In July, we were told we could sign on A HOUSE, but not the house we originally set up to get. Then in August we were told we would sign in September, with yet another price increase. On 08/31/2021, we were notified via email that we would no longer be able to contract on our home in September w/o now going through a bidding process. The waitlist had been cancelled. We contacted *****, General Sales Manager who after long conversation and attempting to settle this, ***** then said "I chose to make the change on 08/30. I am not changing my mind. If you still want your house, you should bid it." He then refused to transfer to his supervisor, refused to give a number stating it is his decision.

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/02) */ We spoke with the consumer and explained that the sales policy changed on 9/1/2021. From the beginning we explained that the sales process, pricing and availability is subject to change. Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had a great conversation with the VP of this company since this complaint was submitted and she is attempting a resolution. However, as the VP stated, my family was "promised" a home and should not have been when things were never certain. This answer provided is not similar to what was discussed over the phone on 09/01/2021. Yes, we were aware things could change. However, we were never not guaranteed A HOME. The process change has now changed that factor. It is an awful way to treat families and there is zero excuse. My family was number 1 on the waitlist for months. Then 1 day before the month of signing our contract on the projected home, we were told this was no longer a possibility. That was never discussed. There was no amt of discussion had behind this. Pulte can argue all they want, but, this is a terrible way to treat clients. We had been on the waitlist since February and passed on an opportunity to buy a different home in July because we were told we would sign the contract to the home we originally requested AND PICKED OUT, in Sept. We were never told that we would have to "outbid" others in the community for the home that was designed to suit our family. As stated, the VP has contacted me and she was very nice. I am hoping they are willing to solve this issue. Business Response /* (4000, 12, 2021/09/04) */ Unfortunately this consumer had to go through the transition of the sales process change that has taken place. We are truly empathetic and understand their frustration. We did change sales strategy on 9/1/2021 and the buyer was notified. We follow the Fair Housing Act and we do not make any verbal guarantees. We are working with the customer and hopeful that they will be able to purchase one of our homes.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our Pulte home in June of 2020. We have had problem after problem with them since the beginning. First the pipe to the sewer was broken, so sewage was bubbling up from all the drains. They fixed it after a lot of back and forth. They rushed the build of our house, there are grading problems everywhere. Water pools next to the foundation, next to the cinderblock walls, patio, and courtyard. They fixed the courtyard and have had to re-pour concrete for my driveway multiple times. The latest issue is water pools on our back patio next to our outdoor fireplace. They have made multiple appointments to fix it and not shown up. Today they came, jack-hammered my whole patio and left it that way....they aren't coming back to finish the job for 2 days....and they want me to pay for part of it. I think that is wrong. I have small children who can't play in their backyard because Pulte can't do a job right the first time. This should be covered by their concrete warranty.

  Business response

  09/09/2021

  Business Response /* (1000, 5, 2021/08/31) */ Pulte has agreed to remove and replace the 2 panels of the back patio that are next to the outdoor fireplace due to pooling. This honors the limited warranty. The homeowner wants the entire patio removed and replaced and agreed with the concrete contractor to pay for the other panels of the patio to be replaced. Pulte is honoring the limited warranty in paying for the 2 panels covered by warranty. It was explained to the homeowner that Pulte would not agree to paying for the other panels before the homeowner had them removed. Pulte will not pay for the excessive removal and replacement for purely cosmetic purposes. Consumer Response /* (3000, 7, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did agree to pay the contractor, because I want my patio fixed, and I will pay them for their work. However, the original pour should have been done right the first time. Pulte said they would approve a 4 inch thick pour on top of the existing patio as a solution. A random 4 inch step would look awful and would be a tripping hazard. So Pulte is absolutely right, I did not accept their awful "solution" of a 4 inch step. At the price point we bought the house at, it is not unreasonable to want the concrete for the patio to match....which you can't do with concrete without replacing all of it. Pulte rushed the grading of our house and we have had repeated issues with the concrete and flooding. I do not accept the half thought out solutions set forth by Pulte. We have asked repeatedly to talk to supervisors and have been ignored. Business Response /* (4000, 9, 2021/09/07) */ Pulte made an offer to cap the concrete at the patio in order to accommodate the homeowner's cosmetic concerns. The limited warranty is very specific regarding the color of concrete repairs being excluded from warranty coverage and identifies that water ponding should not exist on concrete surfaces for more than 24 hours. and that in the event that water ponding exists beyond the 24 hour period, the builder will take discretionary corrective action for a period of one year. In an attempt to accommodate the homeowner Pulte offered to remove and replace the 2 ponding pads. When the homeowner objected to the cosmetic look Pulte offered to install a 4"cap to the existing patio in an effort again to accommodate them. The homeowner then agreed to pay the concrete contractor to remove and replace the unaffected pads of the patio for cosmetic purposes. The claim that Pulte management has ignored this homeowner is not accurate. The Pulte Customer Care Manager for Santa Fe has been in touch with them every step of the process. Pulte has made every reasonable effort to accommodate the homeowner but does not believe it is reasonable for the homeowner to expect Pulte to pay for additional work which they agreed to pay for due to cosmetic reasons. The patio repair already been completed.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pulte has left us in the dark as to when the repairs will be made to the settlement issues for our driveway and front lawn. The initial repair was made but is not acceptable. The driveway was supposed to be replaced, they assured that patching the driveway would solve the issue and it did not. I notified them with pictures and still have not heard of when they will come out. I wish I had not been convinced to do the patch so this would be all over! My lawn was also repaired but there is new settlement in the exact areas they repaired. I have emailed Phil but it gets me nowhere. The original request was sent in March and here we are about to enter September with no resolution.

  Business response

  09/16/2021

  Business Response /* (1000, 10, 2021/09/07) */ Pulte reached out to consumer to review concern, awaiting response

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had to cancel our new build due to our daughter's cancer, we were to be refunded $3,000 that we put down. We all signed off on it to be processed and it says within 5 days. It has been a month and nobody has updates

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/09/07) */ We followed up with the customer and they communicated they received there earnest Monday back.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I closed on our house 60 days ago, upon closing our field manager made a post close list and signed his signature associated with all items to be performed post closed. We have not heard any timeline on fixing a massive "I" on the front of our garage that was said to have been a mistake by the previous siding contractors. Our field manager told us back in June that new shake had been ordered...it's now almost September, the new siding contractors have been on site daily and we still haven't been given any updates on when this will be fixed. We have made it very clear how upset we are, countless times for over 3 months and there has been ZERO action taken by a mistake that the contractors made. We have been told over and over again that it will be fixed but never given a time line, never given confirmation that the material has been ordered...NOTHING! We also don't have a gutter on the side of our house that has caused our sod to wash away! Please finish our home!!!

  Business response

  09/09/2021

  Consumer Response /* (2000, 10, 2021/09/07) */ The area manager got in contact with me last week and they fix the issue we were having this morning and it looks great! Thanks for all of your help in getting this completed for our home! **** *****

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are filing a complaint on two items that we just cant seem to get resolved. I have filed a repair ticket 3 or 4 times, and the last ticket they just ignored. #1 Tile flooring. We spent about $18,000 in upgrade for the tile floor. The floors was not cleaned at all when we closed. We purchased a steam mop and it has cleaned about 80% of the flooring. But there is some stains that **** not come up. It looks like paint was spilled and dripped and they just used a dry dirty rag and gave it a quick wipe to get the bulk of it up, and left a smear on the tile. And the Master shower has grout smear (Not haze - but Grout) smeared on the face of some tiles, and the floor tile in the shower is fill of grout in the ribs that isn't suppose to have grout and it looks horrible. #2 The HVAC filter frame is out of square and is difficult to open. Its in the ceiling of a 9' ceiling, and needs to be easy to change the filter. The filters **** not fit without tearing the sides off.

  Business response

  09/09/2021

  Business Response /* (1000, 5, 2021/08/31) */ Dear BBB, Thank you for forwarding the recent correspondence from Mr. Meador. We are aware of the items of concern in his home and have been in communication with him regarding them. We are actively working to resolve the issues as quickly as possible. We appreciate you making us aware of this customer contact. We apologize to the customer for the inconvenience of the necessary repairs and amount of time taken to come to a resolution. We will continue to work with him to ensure repairs are made to his satisfaction. Sincerely, ****** Marquez Division Director of Customer Care Arizona Division Consumer Response /* (2000, 7, 2021/09/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩