Business ProfileforPulte Group
Home Builders
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
Additional business information
Additional Info:
According to information in BBB files, Pulte Homes has a pattern of complaint alleging repair issues.
Specifically, consumers allege there are severe delays in having home repair or maintenance service requests completed once they are filed with Pulte Homes, LLC.
Furthermore, consumers also allege that the repair or maintenance service provided are not completed properly, which result in repeated visits by contractors for Pulte Homes, LLC to rectify the issues.
On January 5, 2021 Pulte Homes, LLC responded to BBB, and provided the following statement to address the pattern of consumer complaint:
1. Created and developed a Customer Care program which includes company-wide training for current and new employees.
2. Increased training benefits through case studies and videos enabling our nationwide team members access to materials which allow them to operate as high performers,while giving an opportunity to provide homeowners excellent customer service.
3. As the on-boarding of additional Customer Care processes and procedures are implemented, we review and fine tune our efforts to make sure we are proactive with decreasing the pattern of complaints.
4. Implemented policies and procedures to streamline the service requests &responsiveness to complete any homeowner's concerns.
5. We established a 24-48 business hour turnaround response time in order to contact homeowners. We are staying in contact with our homeowners regarding items such as:scheduled, cancelled, delayed, and/or postponed warrantable appointments or concerns.
BBB will monitor this company's efforts, and this aspect of the Business Profile will be updated once additional information becomes available.
Specifically, consumers allege there are severe delays in having home repair or maintenance service requests completed once they are filed with Pulte Homes, LLC.
Furthermore, consumers also allege that the repair or maintenance service provided are not completed properly, which result in repeated visits by contractors for Pulte Homes, LLC to rectify the issues.
On January 5, 2021 Pulte Homes, LLC responded to BBB, and provided the following statement to address the pattern of consumer complaint:
1. Created and developed a Customer Care program which includes company-wide training for current and new employees.
2. Increased training benefits through case studies and videos enabling our nationwide team members access to materials which allow them to operate as high performers,while giving an opportunity to provide homeowners excellent customer service.
3. As the on-boarding of additional Customer Care processes and procedures are implemented, we review and fine tune our efforts to make sure we are proactive with decreasing the pattern of complaints.
4. Implemented policies and procedures to streamline the service requests &responsiveness to complete any homeowner's concerns.
5. We established a 24-48 business hour turnaround response time in order to contact homeowners. We are staying in contact with our homeowners regarding items such as:scheduled, cancelled, delayed, and/or postponed warrantable appointments or concerns.
BBB will monitor this company's efforts, and this aspect of the Business Profile will be updated once additional information becomes available.
At-a-glance
Related Categories
Overview
PulteGroup is a home building company with operations in approximately 50 markets throughout the country. Its brand portfolio includes Centex, Pulte Homes, Del Webb, DiVosta Homes and John Wieland Homes and Neighborhoods
Products & Services
Business Details
This is a multi-location business.
- Headquarters
- 3350 Peachtree Rd NE STE 150, Atlanta, GA 30326-1424
- BBB File Opened:
- 1/1/1973
- Years in Business:
- 55
- Business Started:
- 1/1/1969
- Business Incorporated:
- 3/12/1985
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Corporation
- Alternate Business Name
- Pulte Homes, Georgia Division
- Pulte Mortgage
- Pulte
- Business Management
- Mr. Frank Reda, Vice President
- Ms. Diahann Young, Director of Marketing
- Mr. Ryan Marshall, President/CEO
- Ms. Kelsey Stewart, Customer Service Manager
- Contact Information
Principal
- Mr. Frank Reda, Vice President
Customer Contact
- Ms. Kelsey Stewart, Customer Service Manager
- Additional Contact Information
Fax Numbers
- (214) 756-2437Primary Fax
- (770) 663-8549Other Fax
Phone Numbers
- (770) 381-3451Other Phone
- (800) 777-8583Other Phone
- (214) 756-2437
Customer Complaints
8 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
11/19/2021
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
New Pulte home has painting issues. Paint on window ***** and mantle is sticky. Items, no matter how light, cannot be placed on ***** or mantle without sticking and leaving a ****. A small light exfinity modem stuck and a portion of paint came off with it down to the bare wood. Pulte's warranty manager maintains this is normal and refuses to repaint the mantles in spite of a letter from a reputable painter saying Pulte had used the wrong paint.
Read MoreCustomer Reviews
5 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Douglas W H.
3 stars11/18/2021
Del Webb is a national developer of 55+ housing. Carolina Gardens is a development being built by them in Fuquay-Varina, NC. On October 29, 2021, I signed their contract to build a home on a specific lot including a deposit of $20K drafted from my checking account.
On October 31, 2021 (3 days later), I realized I could not go through with the purchase at this time. I sent the Sales Counselor (***** ******** an Email requesting to cancel the contract and to refund my deposit. She acknowledged my Email and said she needed to review my request with her manger. She also reminded me their contract was non-cancellable. I realized that but believed since it was such a short time since the contract was signed that it would be good and ethical business practice to allow me to cancel. And the lot I purchased had another person waiting to purchase it according to her so there was virtually no damage to Del Webb.
She called back shortly to say her manager refused to refund my deposit even though he would cancel the contract. When I asked if the money could be held in escrow pending building a home in the future that was denied too.
The basis of my experience with Del Webb is one of great disappointment with the builder and their local manager who would experience no damage as a result of my request. And yet elected to kept my $20,000. I can't help but feel the $20K was "taken" from me even though I understand the legalities of the contract. I also believe any other potential clients of Del Webb should be very careful when dealing with their local management in Fuquay-Varina. And do not sign their contract if there is any chance you may have to cancel sometime in the future.
On October 31, 2021 (3 days later), I realized I could not go through with the purchase at this time. I sent the Sales Counselor (***** ******** an Email requesting to cancel the contract and to refund my deposit. She acknowledged my Email and said she needed to review my request with her manger. She also reminded me their contract was non-cancellable. I realized that but believed since it was such a short time since the contract was signed that it would be good and ethical business practice to allow me to cancel. And the lot I purchased had another person waiting to purchase it according to her so there was virtually no damage to Del Webb.
She called back shortly to say her manager refused to refund my deposit even though he would cancel the contract. When I asked if the money could be held in escrow pending building a home in the future that was denied too.
The basis of my experience with Del Webb is one of great disappointment with the builder and their local manager who would experience no damage as a result of my request. And yet elected to kept my $20,000. I can't help but feel the $20K was "taken" from me even though I understand the legalities of the contract. I also believe any other potential clients of Del Webb should be very careful when dealing with their local management in Fuquay-Varina. And do not sign their contract if there is any chance you may have to cancel sometime in the future.
Pulte Group Response
12/01/2021
Del Webb values each of our customers and takes pride in providing a quality experience in communities that offer highly sought after amenities and lifestyle. We have a decades long history of being the leader in developing active adult communities and providing a high quality customer experience. As it relates to this particular situation, the customer signed the purchase agreement but informed us that he was having second thoughts about moving forward. Since we had not signed and accepted his agreement, we agreed to give him a few more days to determine whether or not he wanted to proceed with the purchase. So we actually accommodated his hesitancy, which was the right thing to do. He could've elected not to move forward with the purchase at that time and not have to forfeit his deposit. Once the buyer informed us that he was ready to move forward with his purchase agreement, we signed the agreement, making it a binding agreement. As stated by the customer in his complaint, he later informed us that he had changed his mind about moving forward with the agreement yet again, although he had already signed the agreement. As also stated by the buyer, he fully acknowledged that terminating the contract would mean that he would forfeit his deposit. The customer also stated that he fully understands the legality of the contract that he singed. At no point did any employee pressure, mislead, or otherwise misrepresent anything to the customer regarding the terms of the contract. In fact, we tried to accommodate the customer as he expressed that he wasn't sure he wanted to move forward. We will continue to provide high quality homes and a high quality experience to all Del Webb customers.
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