Pulte Homes Central Ohio Division

We have communicated with the h/o multiple times We responded to her 11/the first day that we received her complaint, 11/(the day before the holiday) and 11/(the day after the holiday We are currently waiting to her from her to set an appointment to review the building materials that were damaged A copy of our correspondence is listed below The total invoices was approved for reimbursement and has been submitted to our accounting department She has been advised of this Dear Ms [redacted] , thank you for your email As our previous correspondence stated and as noted on our response to the Revdex.com, we are reimbursing you for the total amount billed as a courtesy This item was installed to code and no actual installation error was found when inspecting the item The Electric vendor installed the GFI switch without our permission and as a courtesy The denial of the claim for any compensation and repair was within our warranty parameters However, as we stated we have approved reimbursement for the total amount billed from the cleanup company as a courtesyWe received your estimate and hand written receipt today after the approval of the courtesy reimbursement was granted only yesterdayWe have asked that the reimbursement be sent based the documentation provided and this will be mailed to your home over the next few weeks As for the repairs to the building materials due to the power surge or electrical outage in your home, we have agreed to review these items furtherWe anticipate that thess items will be repaired as well Once we review the items we will make a determination as to what steps to be taken to correct the damage created by the power outage and consequential sump pump failure At this same time we can review you other items listed belowOnly once these items are reviewed can we say what steps will be approved and taken For the inspection date, our first available appointment would be Monday Dec19th at 3pmDoes this date and time work for you Please let us know Kind Regards

Pulse is not only a terrible product but their customer service is even worse It took over months to fix a hole that I could see the outside from my basementDon't get me started on their "review" process to fix cracks in the basement They will determine the level of damage to fix from a photo sent via a phoneThere are several issues with my walls continue to crack and...I was told we don't do that more than 1xBTWthey fixed the same wall 3xTheir product is low qualitydo not attempt

it has been over a year and there is a still an issue This major flaw in their design creates an unsafe environment due to extreme temperature differences I cannot accept this response knowing that this major issue is not of the utmost importance to Pulte They know the issue, yet they are not in a rush to get it fixed I will continue to reject these responses until this issue is resolved I will forward the email communication chain to the Revdex.com email, which shows how long this has been going on Thank you

Clarification: I am accepting this only under the following conditions: a They reimburse me for the $ [redacted] Bill in full I already sent this to them on 10/5/ They apparently do not have it as they are asking for it again I sent another copy today as well as forwarded my original email of 10/5/ b They do full repairs of the remaining flood damage which includes a new carpet pad at the stair landing, re-tacking down the carpet, replacing a small piece of dry wall, and replacing moulding along the floor and around the basement door and any necessary paint or other touch ups c They replace the kitchen sink and the bathroom counter top which are the two warranty issues they never responded to I WANT THE FOLLOWING DOCUMENTED AND MADE This business says they never received any notification of the other two warranty issues I contacted them on 10/3/about this with no response I have re-forwarded that email to them today I can send it to you as well I also contacted them specifically on 10-4-asking for the name and number of a contact person in the warranty department with no response I have re-forwarded that email to them as well which they don't seem to have This company has not given me customer service since problems in the building process where I twice asked a District Manager to call me with no response all the way through to the above warranty issues Had I not contacted the Revdex.com, this company would have done nothing I want the public to know that this is what they will be dealing with And there needs to be a way for companies to be mandated to provide quality customer service that people pay for....$336,worth to be exact I greatly appreciate the help of the Revdex.com in this matter [redacted] Regards, Mary [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meIs there anyway to move our work order up on the list?? We put our request for this work in October We also had a neighbor get injured on our sidewalk - making this incidents nowThe injuries in both cases are minor and everyone is fine, but we don't want something more severe to happen to anyone in our household or anyone visiting our home too

The homeowner's claim for compensation due to her basement flooding was denied as her home was build to code and inside of allowed building standards as her complaint to the BBB acknowledges and the local zoning office has confirmed for her. Every home we build comes with... specific limited warranties each with a defined scope and duration as outlined in the warranty documents. We do not warrant against power outages and the sump pump failure was the result of a power surge and not a result of any installation error on the part of Pulte Homes. As such, the claim for compensation and repairs was denied. Pulte Homes has no control over power surges or electrical outages and thus we believe our warranty in this matter is fair. The homeowners request for compensation and repairs have been reviewed once more and we have determined that compensation will be offered to her as a courtesy for the invoiced amount to clean her basement upon our receipt of a copy of this invoice. Additionally as a courtesy we will review the damages and consider repairing them as well. We will be reaching out to her to set an appointment to review the alleged damages. As for her dispute to our processes of how claims are submitted or processed we regret her dissatisfaction. However, we do reserve the right to accept and investigate claims as we determine to be best practices. We prefer written documentation as a form of protecting all parties from from miscommunications. We understanding from her complaint that she believes she has additional items of concerns. To date received no correspondence from her regarding these items. We have emailed her and left two voicemail messages asking her to let us know what these items of concerns might be. These new items will be reviewed in light of the warranty.

We do have an open ticket for the repair of the ground that settled around the sidewalk and close to the flower beds for this home This work is seasonal Work of this nature cannot be completed unless the weather is warm AND dry Every day of rain delays this work further Work of this nature did not begin until the end of April / beginning of May this season due to the rainy season this year Once this work begins our company does have to work through the backlog that exists for this type of work All winter and Spring we add yard repairs to the list of homes that require dirt work This list can be quite extensive Once the work begins, the vendor moves through the list completing the work as the weather allows and as he has the resources in an area to do so Regrettably, this work is not scheduled We are committed to completing the work and we will continue to monitor this request until it is completed The side walk itself is reinforced with rebar and should not crack or breakTo our knowledge no issue with the concrete has occurred with the reported settlement We look forward to completing this work for he homeowner as soon as our vendor has the ability to do so

Hello, Regarding complaint #1***, I have tried twice to respond through the link in the email you sent, but your website will not allow it to be sent So, I have put the response to Pulte homes below I also am sending supporting emails in a separate email to you I accept their response to FINALLY pay for the flood damages caused by an incorrect sump pump breaker in my two month old home and to look at the other two non-emergency warranty issues that they never responded to If I do not receiver satisfy service on these items or on any requests for service in the future, I will be contacting the Revdex.com again I am rejecting their written response to the Revdex.com because I want the following documented about this business: They lied in their response to the Revdex.com saying I never contacted them about the two non emergency issues or about asking to speak to a warranty person I have attached those original emails as well as the email showing I re-sent those to Pulte on 11-23- They call their willingness to reimburse me for and fix flood damages a courtesy they are doing It is not a courtesy when you are doing it due to pressure from a Revdex.com complaint and not because it is the right thing to do They continue to say incorrect things such as there was a power outage (see the attached email) when I have told them more than once there was no power outage They say an additional outlet was installed in the basement That never happened and I never said it did They say that their electrician installed a new type of sump pump breaker without their permission As one of the largest home builders in the U.S., I would think you would hire quality subcontractors who can be counted on to utilize their expertise in their field and not have to call Pulte at every house call for "permission" to do something When three professional companies--the plumber hired by Pulte, the electrician from *** *** hired by Pulte, and the *** *** company--all say independently of one another that the sump pump should not be on that type of breaker, then they should be looking at their practice regarding that and going with the best recommended practice whether what they had been doing was against code or not In their second response, they make it look like they contact me all the time Let’s be clear: I got no contact from them on my non emergency warranty issues and on the request to speak to a live person at Pulte until I contacted the Revdex.com The Pulte Homes website states: "Our dedication to quality means we strive to exceed homeowner expectations every step of the way With homes designed for how you live backed by a warranty you can rely on, the Pulte difference is clear." This statement is totally contrary to what I have experienced Future prospective Pulte Home buyers beware Regards,*** ***

Every claim that we receive is reviewed in light of the warranty. We have attempted to correct the HVAC issue to ensure that the system is operating within the scope of the signed warranty agreement. Work has been completed to this end. Although he has supplied a photograph of
temperature reading after the work was performed this alone does not qualify his claim. We have offered an appointment date to have the issue reviewed once more. This appointment offering was accepted by Mr***. Once the home is evaluated further we will make a determination if additional work is necessary

As you can see from reading other reviews about Pulte Homes, customer service is terrible That is my experience as well We have had an issue for over a year with our HVAC systemThey have been out times and still no resolution Every visit, they tell me they know something is wrong After this last visit, I received an email stating they forgot to take temperature readings to "validate the claim" This seems like a strategic effort to come during the fall instead of summer when temperatures are extremely hot upstairs They will probably respond to this post and say something like they are trying their best and operating under the warranty procedures That seems to be their standard response to complaints They do not have the approach of doing what is right for the customer If you are considering buying a Pulte Home, do yourself a favor, and DO NOT DO IT I can share all of the details about this horrific experience if you would like Please read all of the negative reviews about Pulte before you consider buying a home from them They are all about selling you a home and leaving you on your own to deal with the flaws in their designs If you have had a negative experience with Pulte, please share it with Revdex.com Also, if you see anyone at Pulte models, be sure to let them know about the customer service they will receive by purchasing the home

Mr. [redacted] closed on his home in the Columbus area on 1/27/2016.  The home was found to be acceptable at this time and the contract was signed.  Since that time the Columbus...

Warranty Department who can be reached at [redacted] or ###-###-#### has been notified of only three issues.ON 2/29/2016- We were notified that a cabinet door had an issue that was found only after he moved in.  An attempt to repair had been made by the construction team and found to be unacceptable to the homeowner.  On 3/1/2016 this was reported to the construction team member and the issue was resolved almost immediately.
ON 6/1/2016 – We were notified that a room in his home was not receiving enough airflow.  He was put in contact with the HVAC vendor that day.  Since then he has been working directly with the vendor on a proposed repair.   We had no notification until this Revdex.com complaint that the homeowner was in any way dissatisfied with the vendor’s attempt to repair the item.  It is our firm believe based upon the content of this complaint that the homeowner is concerned with the inconvenience of the repair.  Although we regret this, sometime inconveniences are unavoidable in a repair process. As we have not been notified of any dissatisfaction, we have not had a reason to interject into the repair process of this item.  It would seem that this complaint is a general dissatisfaction.  Regrettably, we can only fix specific concerns as they are brought to our attention.  We will reach out to the homeowner and confirm that the repair is scheduled and moving forward.  If there are specific concerns that need to be addressed to ensure that our warranty obligations are being upheld we will take whatever steps necessary to ensure that the warranty guidelines which represents our sole commitment to the homeowner are being upheld.
ON Friday 6/10/2016 at 7:27 am it was reported that the homeowner had an issue with the locking mechanism of his door.  According to his claim this issue had been resolved one other time before the closing of his home.  On Monday 6/13 at 2:38 pm we responded to the homeowner and offered an appointment to review this item.  At 10:36 pm (after hours) the homeowner responded and rejected our offered date but proposed a new date earlier than the one that we had offered.  The next business day (Tues 6/14) at 1:45pm we offered an appointment on the date that the homeowner proposed.  At 2:00 the homeowner accepted the offered date and at 2:03 we confirmed his acceptance.  The appointment for the inspection and hopeful repair of this item is scheduled for Monday June 20th at 10:00 am.
We regret that the homeowner feels that we have been difficult to work with and further regret that he believes that our contractual obligations have not been upheld.  Our warranty represents our commitment to him and we at this date are unaware of any item that is performing outside of the terms of the warranty that are not actively being addressed. 
He has two pending claims.  One with the HVAC system which the HVAC is actively working to resolve and no specific concern regarding this item has been brought to our attention even through this Revdex.com complaint.   The second is with the door and an appointment for this item has been scheduled as well. Until further details can be presented, there is no further action required as no claim has been denied or delayed but are in the process of being approved and completed.

We do have an open ticket for the repair of the ground that settled around the sidewalk and close to the flower beds for this home.  This work is seasonal.  Work of this nature cannot be completed unless the weather is warm AND dry.  Every day of rain delays this work...

further.  Work of this nature did not begin until the end of April / beginning of May this season due to the rainy season this year.  Once this work begins our company does have to work through the backlog that exists for this type of work.  All winter and Spring we add yard repairs to the list of homes that require dirt work.  This list can be quite extensive.  Once the work begins, the vendor moves through the list completing the work as the weather allows and as he has the resources in an area to do so.  Regrettably, this work is not scheduled.  We are committed to completing the work and we will continue to monitor this request until it is completed.  The side walk itself is reinforced with rebar and should not crack or break. To our knowledge no issue with the concrete has occurred with the reported settlement.  We look forward to completing this work for he homeowner as soon as our vendor has the ability to do so.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Is there anyway to move our work order up on the list?? We put our request for this work in October 2015. We also had a neighbor get injured on our sidewalk - making this 2 incidents now. The injuries in both cases are minor and everyone is fine, but we don't want something more severe to happen to anyone in our household or anyone visiting our home too.

The homeowner's claim for compensation due to her basement flooding was denied as her home was build to code and inside of allowed building standards as her complaint to the Revdex.com acknowledges and the local zoning office has confirmed for her.  Every home we build comes with...

specific limited warranties each with a defined scope and duration as outlined in the warranty documents.  We do not warrant against power outages and the sump pump failure was the result of a power surge and not a result of any installation error on the part of Pulte Homes.  As such, the claim for compensation and repairs was denied. Pulte Homes has no control over power surges or electrical outages and thus we believe our warranty in this matter is fair.  The homeowners request for compensation and repairs have been reviewed once more and we have determined that compensation will be offered to her as a courtesy for the invoiced amount to clean her basement upon our receipt of a copy of this invoice.   Additionally as a courtesy we will review the damages and consider repairing them as well.  We will be reaching out to her to set an appointment to review the alleged damages.  As for her dispute to our processes of how claims are submitted or processed we regret her dissatisfaction.  However, we do reserve the right to accept and investigate claims as we determine to be best practices.  We prefer written documentation as a form of protecting all parties from from miscommunications.  We understanding from her complaint that she believes she has additional items of concerns.  To date received no correspondence from her regarding these items.  We have emailed her and left two voicemail messages asking her to let us know what these items of concerns might be.  These new items will be reviewed in light of the warranty.

Pulse is not only a terrible product but their customer service is even worse. It took over 6 months to fix a hole that I could see the outside from my basement. Don't get me started on their "review" process to fix cracks in the basement. They will determine the level of damage to fix from a photo sent via a phone. There are several issues with my walls continue to crack and...I was told we don't do that more than 1x. BTW... they fixed the same wall 3x. Their product is low quality... do not attempt.

We have communicated with the h/o multiple times.  We responded to her 11/21 the first day that we received her complaint, 11/23 (the day before the holiday) and  11/28 (the day after the holiday.  We are currently waiting to her from her to set an appointment to review the building materials that were damaged.  A copy of our correspondence is listed below.  The total invoices was approved for reimbursement and has been submitted to our accounting department.  She has been advised of this.
Dear Ms. [redacted],  thank you for your email.  As our previous correspondence stated and as noted on our response to the Revdex.com, we are reimbursing you for the total amount billed as a courtesy.  This item was installed to code and no actual installation error was found when inspecting the item.  The Electric vendor installed the GFI switch without our permission and as a courtesy.  The denial of the claim for any compensation and repair was within our warranty parameters.  However, as we stated we have approved reimbursement for the total amount billed from the cleanup company as a courtesy. We received your estimate and hand written receipt today after the approval of the courtesy reimbursement was granted only yesterday. We have asked that the reimbursement be sent based the documentation provided and this will be mailed to your home over the next few weeks.
 
As for the repairs to the building materials due to the power surge or electrical outage in your home, we have agreed to review these items further. We anticipate that thess items will be repaired as well.  Once we review the items we will make a determination as to what steps to be taken to correct the damage created by the power outage and consequential sump pump failure.   At this same time we can review you other items listed below. Only once these items are reviewed can we say what steps will be approved and taken.
 
For the inspection date,  our first available appointment would be Monday Dec. 19th at 3pm. Does this date and time work for you.
 
Please let us know.
 
Kind Regards

I am following up to complaint [redacted] as it will not let me respond on the Revdex.com website.   In response to the most recent message: 1.  Pulte is stating that cabinet door had an issue and was fixed 1 day after it was reported.  This is false.  It took many attempts for this repair to occur.
2.  Airflow to room - This is currently in the process of being fixed.  The bedroom floor has many holes in it.  I am now concerned with safety of walking on floor due to so many holes.  There are also many noticeable holes in basement drywall of ceiling which even though will be fixed  still noticeable.  When the carpet guy came out, there will now be an extra seam where the carpet was cut in the closet.  I am not confident the wood will be stable in bed room now.  How is it that Pulte signed off that all airflow was working.  For this issue the pipe was not connected.  This is not something that I could have noticed before signing contract.
 
3.  We were told that we were not allowed to have a home inspector come in before signing contract.  If we would have, many of these items would have been reported.
 
4.  I understand that Pulte has a warranty group, but for the majority of the weeks since we have closed, we have had  someone from Pulte or another group into fix something.  Almost 20 weeks from closing and we are still noticing considerable issues that would not have been noticed without home inspection which we were told was not allowed to happen.
 
5.  Due to all of these repairs, I have had to take considerable time away from my job and family.  I have also had to move many things in the house for all of these repairs to occur since January.  Many of which were not reported to warranty because warranty group told me to take my repairs to contractor.  Now in June contractor is telling me to go to warranty group.  There is a constant miscommunication within Pulte. 
 
6.  Pulte has not taken my time away from work and family in regards to all of these repairs.  My time and efforts should come to an expense of Pulte.  They always expect me to be there at the drop of a hat.  This is a brand new house that shouldn't require repairs every week during a 20 week period.
 
What are the next steps?  Pulte keeps saying they have a warranty group but this is beyond warranty group.  Using warranty group is at the expense of my time.  Do I need to report this differently to get action from Pulte.  Any assistance would be greatly appreciated.  Thank you for your time.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I have attached photos of the damage for their review and to contact me to schedule a time for the repairs. I also look forward to working with their vendor to get my lawn and painting done.

it has been over a year and there is a still an issue.  This major flaw in their design creates an unsafe environment due to extreme temperature differences.  I cannot accept this response knowing that this major issue is not of the utmost importance to Pulte.  They know the issue, yet they are not in a rush to get it fixed.  I will continue to reject these responses until this issue is resolved.   I will forward the email communication chain to the Revdex.com email, which shows how long this has been going on.  Thank you.

The appointment was scheduled, however they do not know if the issue has been resolved. Due to the outside temperature, they will not know until winter and summer time if the issue is fully resolved.