Consumer complaint received 2021-01-14
Company: PulteGroup, Inc.
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Good Afternoon, I want to file a complain because the following company does not want to issue my earnest  money back to me. I tried to handle it on my own with contacting the person in charge ( General Sales Manager ) but my request was ignored and I have previously sent an email and tried to call him but felt that he was not trying to work with me. From my understanding I was not going to get my earnest money just because and the General Sales Manager felt that there was no reason for us ( Spouse and I ) to pull our file. 

As last result I emailed everyone that was involved and I listed a time line and how I was treated. I email traffic of everything and a XXXX review. 

Please see below XX/XX/XXXX Purchase agreement signed and XXXX earnest money given XX/XX/XXXX communication with XXXX XXXX XXXX and where it clearly states that we are not approved and working towards approval. 
XX/XX/XXXX I emailed XXXX to know if we were preapproved with the VA Loan XX/XX/XXXX he replays that " We do not issue pre-approvals. '' XX/XX/XXXX we get an email from XXXX about choosing colors and he also states that he is waiting on the approval XX/XX/XXXX appt with XXXX XXXX XX/XX/XXXX went to the development and was treated very poorly by a Pulte employee and I write a review on XXXX and I then get a call from XXXX XXXX and addressed it XX/XX/XXXX I get a call from that employee who once again does not say who he is. Talking to me like we been hanging out and then has the nerve to tell me " do I know what XXXX he is '' insulted!!! we should have pulled out then XX/XX/XXXX asked XXXX XXXX about rapid scores XX/XX/XXXX XXXX informs us that our " home '' slated time start date is on XX/XX/XXXX XX/XX/XXXX XXXX XXXX wants additional information i.e W2s from spouse and wants work history from him as well XX/XX/XXXX XXXX XXXX wants more info on spouse work history XX/XX/XXXX XXXX emails on additional earnest money due ... we give another XXXX XX/XX/XXXX " Could you please list in a reply all of the employers and the exact dates that XXXX has had in XXXX and XXXX '' from XXXX XXXX. 
XX/XX/XXXX XXXX emails us that the start date changed to this year on XXXX/XXXX/XXXX, our house was never going to start on the XXXX of XXXX. 
XX/XX/XXXX I correspond with XXXX XXXX about pulling credit and he states that my credit is good to go and will let me know when they will process to underwriting for approval and again asks for work history of spouse and W2s. At his point, I am irritated because I sent him that info more than once. 
XX/XX/XXXX we call XXXX that we are no longer interested and to please remove our file ... NOT happy with PULTE. 
XX/XX/XXXX I contact XXXX XXXX and leave a message with the secretary to let her know we are not interested " morning '' and then get an email from XXXX XXXX that our file was sent to underwriting ( why? I called ) and this man is still asking for my husbands XXXX and work history!!!. I then send an email to XXXX to tell him not to submit at all. Also, XXXX gets involved and I Have email traffic with him stating that we are not interested. too much to go over XX/XX/XXXX I email XXXX XXXX requesting our earnest money and call ... no reply XX/XX/XXXX I receive an email from XXXX XXXX wanting me to email him what I've already had back on the XXXX of XX/XX/XXXX because of legalities. 


This has been the worst process ever and being my first time going over the home buying process is a nightmare with this company and felt harassed. Ethically, it's not right for who ever is in charge of keeping the earnest money ( XXXX ) to say that we are not entitled to it because we are the ones that canceled. What is being emailed is just a glimpse of all the emails that I have a XXXX review that was made public of how I have been treated. We did not drop the ball. We were told on the XXXX of XX/XX/XXXX and that did not happen at all. 

Thank you

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation