ComplaintsforD.R. Horton America's Builder

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I created a warranty ticket in January 2024 due to my carpet getting wet in my master bedroom due to the hurricane. The technicians replaced my window and they were suppose to return to perform a water test; which never happened. I made Willende S **** aware and she advised me that she will perform the water test herself and she NEVER came. Obviously, this issue has not been resolved to the fullest. This is not a window issue anymore, The technicians were wrong. The damage is somewhere else. This is the second time that my carpet gets wet due to the hurricanes. Whenever it rains heavy, my carpet gets wet. Please fix this issue once and for all. I have a child and do not need mildew growing in my bedroom due to peoples incompetence.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new home from D R ********************** in ****************, ********************** a year and a half ago. I paid for the Whirlpool appliance packages. I was away for 3 weeks for medical reasons and I came back and my refrigerator was defrosted, water everywhere, food spoiled and there was a burnt toast smell - which I have been smelling for the past 3 months. I contacted Home Tech in Ft ***** and them came to look last night. The tech was in shock when he pulled off the back panel inside the refrig. The wires were installed incorrectly, the ends of the wires were half on and off and the entire thing was burnt. I was lucky that my house didn't burn down while I was gone. He asked me who installed this and or if it was tampered with. DR ********************** did this. I am a single disabled woman with a service dog. I lost all my meds, the dogs meds and $600 worth of food. The diagnosis fee was $269. I need a new refrig ASAP. DR ********************** is dragging their feet and so is Whirlpool. Meanwhile, I am suffering with no meds or food. I need help. DR ********************** is the worst builder and they do sub par work. Are you telling me that a refrigerator only lasts a year and a half? Someone needs to expedite this asap. HELP The Whirlpool ticket is listed below. The DR ********************** Manager is *** **************. I want a new refrigerator and to be reimbursed for my expenses.

  Business response

  08/02/2024

  We appreciate the customer making us aware of their concern.Appliances that are provided with the home come with a manufacturers warranty and are not part of the homes limited warranty. The homeowner was advised to contact the product manufacturer, Whirlpool, for warranty assistance. As this is not a D.R. ********************** warranty concern, we have closed this matter.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1.)Painted over chipped kitchen cabinets not filled or properly repaired. Noted on 10 day walk through- painted chip but, not filled. Dent still visible.2.)Warped back door- fixed with bigger weather stripping but, the door is still warped and does not shut properly. Notified on 8/2023, 9/2023 and 4/10/2024. 3.)Dead grass on all areas of my property on 7/31/2023- specifically near the driveway strip and side yard. Never replanted with turf. 8/2023, 9/2023 4.)Dead grass in the back yard- 12/2023, 3/2024 through 6/2024. DR ********************** contractors capped off wrong water flow to our front and back yard sprinklers controlled by HOA watering schedule. Capping off of the reclaimed water pipes across the street from our townhouse on 11/2023 resulted in our townhouse and all townhouse units ******* having no sprinkler water flow for front and back yards. DR ********************** Rep. are aware of the sprinklers not working due to no water flow. This is water that is paid through our ***************. I have been forced to water my landscape with my personally paid water. In essences, I am paying twice for landscape water.5.)Vandalism- Splattered cement all over the side wall of my townhouse during the construction of the unit next door between 8/2023- 12/2023.6.)Staircase ********* is cracked underneath in the center of the length. ********* was not present during the 10 day walk through. 7.)Requesting Refund of water used to maintain our landscape *************** due to DR ********************** making a mistake and capping off our landscaped sprinkler water main. 8.)Rust Stained bathtub- due to DR ********************** cleaning tools in Bathtub. Request bathtub be reglazed like it was done for other neighbors with same repair issues.Carpet does not meet walls in every rooms upstairs- gap is 1.5"

  Business response

  08/01/2024

  We appreciate the customers concerns. Division representatives have researched and inspected each of the items in the customers complaint. All warrantable repairs have been appropriately resolved. For those items that do not fall within the home warranty, the customer was provided with complete explanation. We have closed this case.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When it rains water comes up from the slab. On May 18, 2024, The builder was made aware that a puddle formed in my family room after it had been raining several days. I provided the builder with proof of the damages with test results and a scope of work. They chose not to repair it. It has since then gotten worse. Now the tile is coming up and mold has been detected. The home was a new construction built in 2022. On December 15, 2021 another puddle was detected during the preconstruction inspection. It was raining during that time, too. When I mentioned it to the superintendent, *************************, he said that they thoroughly tested how the puddle came but everything came back negative. I made a request to break the contract and purchase a different house. The sales **** ***************************** said, "Since there wasn't damage found that they couldn't break the contract. But that if there are any problems in the future that the warranty would cover it."Here we are 2 years later. I have been the only owner. D. R. Horton has breached the express warranty contract by not finding the source of loss and fixing it under my warranty. I want my money back since they sold me a defective product that they refused to repair. ************************* accused me of putting the puddle inside my home. ********************* said that even though it's damaged that he has up to 10 years to repair the foundation under the warranty. Meanwhile, my home is falling apart. I even sent a certified letter to the ********** ***************************** and he didn't respond. I'm seeking justice from this deceptive builder for violating the ***** malpractices and poor workmanship. This builder should be held accountable for their actions and inactions.

  Business response

  07/29/2024

  We appreciate the customer making us aware of their concern.The customers concern has been inspected on multiple occasions and has never found evidence of moisture coming from underneath the tile.  As no defect in materials nor workmanship have been found D.R. *********************** respectfully, denies the request for refund.  

  Customer response

  07/30/2024

  Complaint: 22044826
  
  I am rejecting this response because:

  D R Horton never found the source of loss because they never pulled up the tile to ensure there was no water. 
  
  Regards,
  
  *******************************

  Business response

  07/30/2024

  We have reviewed the customers comments and our original response stands. We have nothing to add.

  Customer response

  07/30/2024

  Complaint: 22044826
  
  I am rejecting this response because:

  As I have stated, DRHORTON never pulled up not one tile to verify if there was water or not coming up from the foundation. In fact, ********************* told me to locate the source of loss myself. 

  Not only do I demand a refund but I want your company to be investigated for your malpractices. 

  You all sold a house that you knew was defective at construction. You all have failed to honor the express warranty and have breached the contract. 

  Now it makes sense why the superintendent, *************************, told my family and I not to place soaker hoses around the foundation of the house. You knew that water comes up from the foundation. I'm not going anywhere.  I demand justice and my money back. 

  
  Regards,
  
  *******************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DR ********************** weaponizes their contractors (caught on ring camera), customer service staff, and legal team to get new homeowners to avoid using their warranty. Our shower was leaking for 15 months and its a known issue with DR ********************** (hence the reason they stopped using our showers in new builds - I have an email from a DR ********************** manager). Instead of fixing it (we are still in warranty) they essentially forced us to spend $6400 to get it fixed correctly. What DR ********************** couldnt fix in 15 months, we fixed in four days. Our AC/heat pump broke just outside of warranty due to DR ********************** trying to save $800 on a surge protector. Now we are out another $3,000 and while we wait for parts to fix the 1 year old AC unit our carpets buckling. We let many other issues with our home go because the contractors DR ********************** sends out are incapable of fixing them (they normally make things worse). So many neighbors are depressed like us that DR ********************** would rather set aside $1 Billion for legal claims related to construction defect matters then to build their homes right. Problems we had in just over a year:-Electrical problems - wind triggering breaker for our house. One windy weekend our electricity went off 29 times. -shower leaked in 3 different spots, after 15 months of combative DR ********************** reps we decided to get it done correctly $6400 -utility room leaks -AC/heat pump broke after just over a year $3000 -carpets buckling in several spots, we put in a ticket twice and both times a toothless man came to argue that it was fine (I can send pictures) - price TBD -several other issues we let go (cabinets, improper draining, cracks throughout the house and windows, floor cracks, broken floorboards, etc). The main reason is like I said they usually make things worse. I have hundreds of photos, emails, and interactions with neighbors experiencing the same issues.

  Business response

  07/23/2024

  D.R. ********************** appreciates the customer making us aware of his concerns.  D.R. ********************** has worked with the customer to address all warrantable items in his home pursuant to the terms of the Limited Warranty provided by D.R. ********************** to all new homebuyers.  As appropriate,D.R. ********************** has performed repairs, offered to perform repairs, offered to compensate the customer for D.R. ********************** cost of performing the repairs, and declined to perform repairs when the warranty period had expired.  D.R.********************** encourages the customer to submit any new warranty requests on our website, and we will evaluate and address those new requests per the terms of our Limited Warranty. 

  Customer response

  07/23/2024

  Complaint: 22023039
  
  I am rejecting this response because:

  They did not fix the shower which is still in warranty. 15 months of h*** and their solution was to keep adding sealant. Please see attached this is what they wanted me to sign off on. I did not accept this quality of work (nor did the realtor, contractor, and inspector that I FaceTimed). They wanted to try to continue to add sealant instead of fix the root cause. This is a known issue, DR ********************** has stopped using our showers because of the leaks. The carpet was also not fixed within warranty (they sent a toothless man to argue with us for 30 minutes who was coached in advance). They sent a drywaller and a floor repair man who was caught on camera being coached by ***** before entering our home. 
  
  Regards,
  
  *******************

  Business response

  07/23/2024

  D.R. ********************** replaced the customers shower pan and offered to perform additional repairs to the customers shower in accordance with the terms of his warranty.  ************** D.R. ********************** offered to pay the customer our cost of performing the repair in exchange for a release of the customers claims pertaining to the shower.  This is our standard practice as D.R. ********************** cannot be responsible for repairs later performed by the customers contractor.  D.R. ********************** applied the terms of the warranty and industry standards in determining that the customers carpet was properly installed.  D.R. ********************** again offers to inspect and repair, as warranted,any new items of concern in the customers home.

  Customer response

  07/23/2024

  Complaint: 22023039
  
  I am rejecting this response because:
  
  DR Horton weaponized repairmen that they sent to our house. My 3 year old son was crying and said he was afraid when the people came to our house. They wanted to keep sending the same people to our house. That doesnt seem reasonable to me. 

  
  Regards,
  
  *******************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been filing that our master bedroom sinks in our house are cracked. We have been contacting them since April. They barely called us a couple of times and got the photos and starting May, they cut all communication. August 29 is when 365 days is going to pass. I am not sure if they are waiting for that. I opened this warranty service request multiple times, contacted our local superintendent yet they are not getting back to us. This requires servicing as soon as possible.

  Business response

  07/30/2024

  We appreciate the customer making us aware of their concern. D.R. ********************** scheduled our vendor partner to replace the customers sink and the work was completed July 25, 2024. This case has been closed as completed.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new D.R. Horton home in November of 2022. Since we have had several workmanship issues, which have mostly been resolved. However there is one major issue that has yet to be resolved. In the winter time or extreme heat we notice that all the cheaply made windows leak unacceptable amounts of cold or hot air. The only way we have been able to mitigate this issue is by stuffing tissue in the window tracks to prevent the air leakage (see attached). A D.R. Horton representative has told us that this is normal and meets building code. With this unacceptable response I reached out to the ******** Department of Environment and Energy and filed a complaint. Engineers from the ******** Department of Energy came out and performed energy efficiency tests on our house (see attached). They found that the windows failed all tests. Thermal imaging showed the large temperature differences. Engineers also found the physical movement of air during a blower door test from the window tracks indicating an issue with the windows themselves and not an installation error. They also found that the A/C unit was not properly sized for the house which will cause efficiency issues. D.R. Horton has ignored these energy code violations and refuses to replace my windows with windows that meet the energy code standard set by the state of ********. D.R. Horton has been fined for neglecting this complaint. For buying a brand new house that is $425,000 I would expect to have somewhat decent windows that don't leak air. I am requesting to have all my windows replaced to meet or exceed the state of ******** energy code standard.

  Business response

  07/30/2024

  We appreciate the customer making us aware of their concern. The ******** Department of Environment and Energy provided its report to D.R. Horton identifying three items:
  Improper Attic R-value. D.R. Horton’s vendor partner added blown in insulation to low areas of the attic to meet the requirements.
  No documentation of HVAC capacity. D.R. Horton’s vendor partner performed a Manual J as evidence the system is sized accordingly.
  Fenestration Performance Field Inspection. D.R. Horton provided the window manufacturer’s window UL performance ratings from factory all showing windows meet or exceeds required ******** performance rating. Additionally, D.R. Horton provided third party energy efficiency documentation showing the home meets or exceeds ******** performance rating requirements.
  All required items have been properly resolved and no warrantable repairs remain. This matter has been closed.

  Customer response

  07/30/2024

  Complaint: ********
  
  I am rejecting this response because DR Horton has clearly been caught in violation by the state of ******** building code (see the attached report from the state of ********).  

  They have chosen to do the wrong thing and not take care of the mistake they have made by putting in the cheapest windows possible.  

  I will not be recommending DR Horton to anyone due to this dishonesty and lack of integrity.
  
  Regards,
  
  **** ****

  Business response

  07/31/2024

  We have reviewed the customer’s comments and our original response stands. We have nothing to add.

  Customer response

  07/31/2024

  Complaint: ********
  
  I am rejecting this response because:

  This is completely unacceptable for a house that you charged me nearly half a million dollars for.  These windows are clearly not made for this climate (see the window cracking and window frost pictures attached). 
  I would expect that these windows would be for a home that is a quarter of the cost.  
  I watched the ******** energy department perform the blower door test. It completely failed.  Whoever the 3rd party is that did the blower door test needs to be held responsible for the false test report. 
  
  Regards,
  
  **** ****

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nails on our exterior windows were improperly installed causing rust stains. D R Horton eventually admitted to being at fault, which you are, and I was promised it would be corrected which it has not been. I filed the ticket in MAY. It is unbelievable this company is still allowed to operate in the ************* with the complete disregard for building standards that they demonstrate. FIX THIS ISSUE. PAINT/REPLACE THE **** AND CAULK THE WINDOWS. To anyone reading this complaint DO NOT BUY A D R HORTON HOME. THEY ARE SWINDLERS AND BUILD THEIR HOMES TO LAST ONLY THE LENGTH OF THE INITIAL WARRANTY.

  Business response

  07/23/2024

  We appreciate the customer making us aware of his concerns.  D.R. ********************** is working with our vendor partners and our customer to schedule the work to be completed. Unfortunately, as the work affects the exterior of the home, we were delayed due to weather conditions. D.R.********************** is committed to ensuring all warrantable repairs are appropriately resolved.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our home in January 2024. We live on the biggest slope in our neighborhood and have 4 concrete steps leading up to our concrete porch. We have two toddlers and it rains a lot in Texas! We had a professional company epoxy our steps and front porch in a non slip coating which matches the home perfectly. We were contacted by the hoa that we were in violation and that according to the hoa committee, epoxy is not an approved stain. The hoa president (who does not live in the neighborhood-simply hired by *************************** said that as a technicality, we would be sent an email stating the violation, but that we could revisit a plan in 45 days. (Other neighbors also put epoxy on their front porches and were told the same) two weeks later, we were sent an email from a law firm letting us know that we had 30 days to remove the epoxy or hire a lawyer and appeal. After calling the hoa president, she miraculously does not recall our convo about revisiting in 45 days. Our neighbor has email proof of this. Reading through all hoa documents NO WHERE does it read that epoxy is not an approved stain. Infact, the only staining it speaks of is for a fence or DECK. According to all dictionaries, a deck is made of wood and is not porch. There are zero remarks in the documents that say anything about a porch. All approved stains that are listed are stains that could only be used on wood. Furthermore, the Supreme Court also ruled that a porch is considered a private zone which an HOA does not govern over. Before hiring a lawyer (which I will.) Id like to speak to someone from dr ********************** about this matter and their poor management.

  Business response

  07/25/2024

  We appreciate the customer making us aware of their concern.  The customers home is subject to the communitys *** covenants. A requirement of the covenants is the customer must seek approval from the *** prior making any addition, alteration, improvement,installation, modification, redecoration, or reconstruction to the construction, landscaping and property use of the home. This requirement was not met prior to the epoxy finish being applied to the homes front porch and steps. As such, the customer is in violation of the *** agreement. The *** is continuing to review the violation and working towards a solution to the violation. The customer should anticipate a forthcoming letter from the *** regarding their findings.  

  Customer response

  07/26/2024

  Complaint: 22012187
  
  I am rejecting this response because: Hello, I appreciate your fast response in my review. With that, I will say that we are very satisfied with our home. It is simply the *** that DR ********************** has hired to patrol the neighborhood. While I completely understand that we did not ask for approval before making the slight, safety improvement to our home, NO WHERE in the *** handbook does it say anywhere anything about epoxy. The handbook says nothing about a porch and simply talks about a deck. Which we do not have. The woman who runs our *** is borderline harassing us now. Id be happy to provide video for you to view of her parked In front of my home, reversing, parking again in front of my home, making a u-turn, parking In front of my home again, Slowly driving away, parking on the other side of my home. She then sees my husband come home and speeds off. Less than a minute later, there she is driving by my home again. She has made us feel uncomfortable in our own home, and has now invaded our privacy. 
  
  Regards,
  
  ***********************************

  Business response

  07/29/2024

  The *** is continuing to review the violation and working towards a solution to the violation. The customer should anticipate a forthcoming letter from the *** regarding their findings.  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our house has had a recurring issue with water damage and a lingering odor despite many efforts to have the hvac serviced, cleaned etc. the smell has been coming from our HVAC system since before the home was purchased and we were told it was due to the home being vacant but would subside once it was occupied. DR ********************** management team lied repeatedly to convince us to move forward and has still several months later failed to rectify the issue. We have been told repeatedly that the issue does not fall under the warranty but were told prior to purchase that the warranty covered all HVAC related issues for the first 12 months. This is a complete misrepresentation of the truth.

  Business response

  07/24/2024

  We appreciate the customer making us aware of their concern.A division representative has reached out to the customer and scheduled a workday for August 1, 2024, to address this matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.  

*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. ↩