ComplaintsforD.R. Horton America's Builder

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Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
DR ********************** made a repair to my neighbors home; they added sod to complete her backyard. In doing so they have left a 30 foot trench in the *** property.This trench is about 3 inches deep to 6 inches deep. In the ***************** we have many torrential rains. The water from these storms follows the trench and pours into our yard. This makes our yard unusable for growing trees, soaks the grass making it soggy for up to 2 days, and has killed a garden planted and thriving before the trench.Also, a line of sand has been deposited along our fence 15 feet long, 2 feet wide, and 3 inches deep.The construction supervisor, 2 warranty representatives and the warranty manager have come to see the damage.They have lied and denied any damage.The first representative said he was waiting on the drainage experts. This was a lie. The request was denied and we were never informed of that. This delayed any action for months.The only thing corporate would do was to send the manager out.He briefly looked over the problem and blamed it on my other neighbor having placed pavers too close to his fence. This means the problem is caused by water flowing uphill and against the current. An impossibility.He refused to look at any videos. He promised to come out during a rainfall. Something he has never done. Another lie.So **********************, without any firsthand knowledge, has refused any relief.
Business response
07/03/2024
We appreciate the customer making us aware of their concern.This matter has been reviewed with the customer multiple times. A division representative reached out to the customer to again review the drainage. The customer has asked to delay scheduling this meeting until after a substantial rainfall to better explain his concern. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer response
07/05/2024
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.

See attached photo. The Horton team ignored the huge amount of sand entering my yard. They could not understand the force and amount of water needed to push the sand as far and deep as it is. They made 2 main statements:
1. The problem was caused by other factors other than the trench left on HOA property. This is obviously false, but they would not look at videos showing the huge amount of water flow during a common shower in **********
2. They said they would return during a rain to assess the problem. They never followed up in any manner. It took a complaint via the BBB to get any response to the problem.
i accept the companys response. It is only because of Hortons lack of following up that the problem has dragged on.
Regards,

*************************
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am in the process of selling my home and had a pre inspection done and the inspector identified some cupping and bucking on approximately 5 shingles on my roof. On June 12 I submitted a warranty claim with DR ********************** which was acknowledged and a ticket number ******* was assigned. One of DR **********************s subcontractors, America First Roofing that installed the roof was scheduled to show up on the 24, 25, and 27 June and all of those days did not show up. As indicated in the emails to DR ********************** I expressed urgency of the inspection and way ahead so that can be passed on to the buyer. The buyer completed his inspection with his inspector on 26 June were the shingle issue was identified. The failure of one of Dr **********************s subcontractors to conduct an inspection and for DR ********************** to provide a remedy, if any has potentially put the sale of my house in jeopardy. The lack of response from DR ********************** has potential for financial loss and inconvenience with unknown financial costs associated with it. All I am asking is for a response from DR ********************** on the warranty claim. If work will be performed by the subcontractor that can occur at a later date. I just to provide this information on what, if anything DR ********************** will repair as part of the warranty claim.
Business response
06/28/2024
D.R. ********************** appreciates the customer making us aware of his concerns. America 1st Roofing was scheduled to visit the customers home on the afternoon of June 27th; however, as repairs to other homes took longer than expected, the customers home was scheduled for the first appointment on June 28th. America 1st Roofing arrived at the home as scheduled and is inspecting the roof and performing any repairs due to installation defects today.
Customer response
06/28/2024
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.

Regards,

*********************
Initial Complaint
06/27/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date: 6/26/2024 Event: apartment housing application The property manager (***********************) at ****** by the sea gave very misleading information about requirements for approval prior to the $300 application fee. I was told to provide finacial statements showing I have several months worth of funds for rent available as im seeking employment after relocating to the area. I also offered to pay the entire lease up front prior to filing the $300 application fee. I showed more than ample funds along with an excellent credit score and background check. Even after explaining that i have the funds and could prove it....Even after i offered to pay up front. They took my $300 and denied the application. This is either a scam, unethical business practice or flat out discrimination. I am currently scheduled for multiple interviews for gainful employment and have more than enough funds. This is bad for both the consumer and the state. Any help with this matter would be greatly appreciated. Having trouble uploading docs but i have emails. Thank you
Business response
06/29/2024
We appreciate the customer making us aware of their concern and have discussed this matter with the property management company. We understand there may have been a miscommunication during the leasing process and are issuing a refund to the customer.
Customer response
07/01/2024
Complaint: 21907093

I am rejecting this response because: I was told via text from an unknown number they would over night FED-EX a physical check. No tracking number has been provided nor have i received the check for $300.00. Also, arent lease applications supposed to be no more than 10% of one months rent? The apartment we discussed was around $1,700/month. Not sure how that works but its predatory to say the least.

Regards,

***********************
Business response
07/02/2024
We have reviewed the customers comments and our original response stands. We have nothing to add, and this matter has been closed.
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased this home 1 month ago. Since closing and trying to move in ive had numerous problems. I'm currently on my second roof leak. The first was caused by the builder forgetting to put a boot on the roof so of course first time of rain the master bathroom has water everywhere. A restoration company is currently addressing that issue. One week later more rain and the second bathroom has water coming through the roof.During our walk through we mentioned the yard doesn't drain properly, we were told that would be taken care of. Between my house and the neighbors there is standing water the whole way it doesn't drain at all. I'm extremely disappointed in the quality of this home, simple cosmetic issues I can deal with but 2 roof leaks in my first month and a flooding yard because of afternoon rain is really disheartening. I'm in ******* and can't imagine what this garbage built home will handle a tropical or hurricane threat. I've called every number I can find for DR ********************** and emailed warranty department. The restoration company has spent more time in my home then myself.
Business response
06/25/2024
We appreciate the customer making us aware of their concern. D.R. ********************** is working with the customer to ensure all warrantable repairs are appropriately resolved. Roofing repairs were completed June 24. The drainage was inspected and is working as designed.
Customer response
06/25/2024
Complaint: 21890761

I am rejecting this response because:
Yes the roof was repaired for the second time in 2 weeks and the restoration company is repairing the drywall. The county came out yesterday to look at drainage problem and said they need to contact builder because it's not draining properly. Again 1 month in still can't move into new home! I appreciate the warranty company in helping now but the fact that the original construction of the home is garbage remains.

Regards,

*****************************
Business response
06/25/2024
The drainage was inspected the day following a rain and no standing water was observed in the swale. The drainage is working as designed and no work is required.
Customer response
06/25/2024
Complaint: 21890761

I am rejecting this response because:
That's not entirely true, it was inspected 24 hours after rain and it's been about 100 degrees so yes water does dry up. But even after 24 hours when inspected certain areas were not walked on because it was so saturated. I'm more then happy to continue to take photos of the mini river daily and the 4 neighbors surrounding us pushing standing water to the drains if you would like

Regards,

*****************************
Business response
06/26/2024
D.R. ********************** visited the home June 26, 2024, and found a fence had been installed and the homeowner removed part of the grass by the swale, thereby voiding any warranty on the lawn. At the time of the visit, the swale was wet but had no standing water, indicating the swale is working as designed. As the drainage system is functioning properly and the homeowner has voided any warranty related to the lawn, D.R.********************** has closed this case.
Customer response
06/26/2024
Complaint: 21890761

I am rejecting this response because:
I figured that would be the outcome. I guess Dr ********************** is proud of the 1 star rating and all the horrible reviews. Yes a fence was installed last week so I'm sure that's why the front of the house where there is no fence is causing the problem. Thank you for all of your help! You have been truly amazing

Regards,

*****************************
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
When DR ********************** was assembling the shelves in my kitchen pantry they punctured the waste line. For 2 years ***** matter and urine were pooling behind the wall which ruined my floors. DR ********************** and its extended warranty company, RWC, refuses to take responsibility. I had to pay a plumber to fix the pipe. I personally fixed the wall. I need an entire new floor on my main level. Tnis was a brand new construction and we purchased in 2022.
Business response
06/25/2024
We appreciate the customer making us aware of their concern. This matter was originally reported by the customer as a warranty request on May 29, 2024, and was reviewed by our division customer care team at that time. The customer was advised that the warranty period for this request had lapsed, and he was provided with options for consideration. D.R. *********************** respectfully, denies the customers request for refund and this case has been closed.
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Let me tell you all about the move this far. We love ********* its is beautiful! But when you buy your dream home and walk in those doors the first day and see what we saw it makes you sick. We closed on the house and did a final walk through at that time the house was prestige. We get here and dry wall dust everywhere and paint splatted all over the hard wood flooring, carpets, windows, fixtures, etc. we were livid! Called the builder and they said they would send cleaners out. All they did was vacuum and mop. Still didnt get paint out. Called the builders back and said someone would be out to work on the paint. Someone comes and does an ok job but not up to standard. So I for 3 hours on hands and knees I scrubbed paint out of the floors, off of light switches, plug ins, windows and window *****. Someone else came back and finally got the paint somewhat out of the carpets. We have been cleaning dry wall dust like nobodys business. Also there is messed up floor boards with paint splatted still. So needless to say I will never ever recommend DR ********************** to anyone who wants to buy a home. The house is beautiful but as a builder is this how you treat your clients? If we wouldve known this is what we were gonna walk into we never wouldve signed those papers. This is a brand newly constructed home and we have spent 3 days trying to fix these issues. So I guess now we have to fix all this shit! DR ********************** you should be ashamed of yourselves!
Business response
06/25/2024
We appreciate the customer making us aware of their concern.A division representative has reached out to the customer to assist with this matter and is working to address each item as it is identified. D.R. ********************** is committed to ensuring all work is appropriately resolved.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told that supervisor ********************* made the decision that construction trash under my sod is my problem. I have boulders of concrete, vinyl siding sticking out of the ground, a dead tree and huge patches of dead grass likely due to more construction trash under the sod.The existing sod should be removed, the ground should be properly prepared and new sod laid. It's unacceptable to hand over a home with a sodded yard that has zero chance to survive and meet expectations of an HOA
Business response
06/26/2024
We appreciate the customer making us aware of their concern.This matter has been inspected by our division management team and appropriate next steps have been developed. Work is planned to begin the week of July 8 to replace dead sod and remove debris that is uncovered in the process. D.R.Horton will remain in communication with the customer and ensure this matter is appropriately resolved.
Customer response
06/26/2024
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.

Regards,

*********************
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a house built by DR ********************** that closed on 13 October 2023. On the final walkthough inspection, all parties noticed a defect in the back porch concrete where it appears that a piece of black plastic was embedded in the porch concrete. The plastic was revealed when DR ********************** workers pressure washing the patio broke off the very thin piece of concrete overlying the plastic object embedded therein. The defect was noted on the final walkthrough worksheet and was annotated as not corrected. DR ********************** has subsequently refused to remove the foreign object and correct their deficient work. We would appreciate assistance in getting DR ********************** to correct the workmanship defect in the back porch.
Business response
06/20/2024
We appreciate the customer making us aware of their concern. D.R. ********************** has worked with the customer regarding the back porch. Our concrete vendor professional examined the porch and determined that resurfacing the porch, including the elimination of spider cracks would be appropriate and the spilled substance (identified by the homeowner as black plastic) did not represent a threat to the structural integrity of the porch.The resurfacing was completed April 10, 2024. While the repair was performed consistent with industry standards, the customer does not agree with the approach.No further action is required, and D.R. ********************** has closed this case.
Customer response
06/20/2024
Complaint: 21852787

I am rejecting this response because: Their assertion that a concrete vendor examined the foreign object is a LIE. We have lived in that house since closing and no concrete vendor has ever asked to enter the property and look at the back porch. I would like to see proof of this.

Regards,

***************************
Business response
06/21/2024
Bottom ***************** Services examined the porch April 10, 2024, and determined it was a spilled substance. Ardex was applied to the entire back porch at that time and the warranty request was closed. No further action is required.
Customer response
06/21/2024
Complaint: 21852787

I am rejecting this response because: Thats definitely a lie. I was personally present at the home on April 10th when a concrete worker showed up with a bucket and concrete to cover the plastic object. He made no effort to examine the object and was clearly there to do nothing more than cover up their shoddy work. This is more evidence that DR ********************** knows the problem and is trying to cover up an expensive repair. The worker spoke almost no English so I could not tell him not to perform a cover-up repair. So not only will they not stand behind their work, they attempted to literally cover it up and are now engaging in outright lies.

Regards,

***************************
Business response
06/24/2024
Bottom ***************** Services examined the porch April 10, 2024, and determined it was a spilled substance. Ardex was applied to the entire back porch at that time and the warranty request was closed. No further action is required.
Customer response
06/24/2024
Complaint: 21852787

I am rejecting this response because: I was home all day that day and no such company visited on that day. If it were just a spilled substance, the repair wouldnt already be sinking as the attached photo shows.

Regards,

***************************
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother purchased a home that was built D.R.Horton and there are various things wrong . And the house is only 4 yrs. old and the shingles are falling off anytime the wind blows the ceiling is leaking the air conditioner doesn't work the Sheetrock is falling down she has to put buckets around to catch the water and a couple of the leaks are next to light fixtures my mom is 80 yrs old and I'm afraid that the house may catch on fire and I'm getting the brush off from D.R.Horton and from the roofers D&H Roofing can you help her please
Business response
06/19/2024
D.R. ********************** appreciates being made aware of the owners concerns. Damage to roofs and any associated leaks directly related to storm damage is not covered under warranty. However, D&H Roofing repaired the roof and D.R. ********************** will be making interior repairs as a gesture of goodwill.
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought our house August 1st 2023 As of 6/11/24 we are still working throught the first 14day punch list, they flooded our first floor with water and never disclosed it to us. Their warranty guy let it slip in a text message to me, they schedule work then don't show up after taking a day off work and sitting here all day. The workmen ship is absolultey horrible as well as the general quality of our home. No one calls back and we paid almost a half million for this house. Our hand rails on the stairs are not finished, walls need painted, trim needs finished flooring needs fixed and nothing from them in any way to help.
Business response
06/13/2024
We appreciate the customer making us aware of their concern.We continue to work with the customer and our vendor partners to schedule work to be performed. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

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