Consumer complaint received 2025-02-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: PulteGroup, Inc.
State: FL

Complaint narrative:
I submitted a formal complaint to Pulte Group on XXXX XXXX XXXX, to expose unfair and deceptive practices, lack of professionalism, condescending behavior, rudeness, hiding information, pressure, passive aggression, and undermining my family's needs. I believe many customers in Florida have experienced similar treatment.

I started buying a house with a VA loan in Central Florida in the XXXX XXXX XXXX XXXX community in XXXX XXXX. We told the sales agent, XXXX XXXX about our needs, and he responded that only one lot was available in the community. The lot available didn't meet our needs, so we asked if another community was coming up soon, and he responded no. Also, we told him we did not need to move immediately to XXXX XXXX since we own our current home without mortgage payments and are moving specifically for our children's high school years, which start in three years.

Moreover, we asked him to change the finishing packages, and he said no because they had already been picked up. We wondered how the packages were picked up without finishing the building. He responded it was already preplanned. Which was hard to believe and logically did not make sense. One of the sales pitches was the low 4.25% that Pulte paid as a bulk loan and the XXXX incentive offered for the townhouse. So, my wife and I discussed the factors and signed the sales contract, trusting the information provided. A few weeks later, after signing the contract, we discovered that the new subdivision across the street had started building. The sales agent said he did not know after we signed the contract. Also, after disclosing the figures, we realized that almost half of the XXXX incentives were applied to buying points to lower the interest rate to XXXX. We didn't make a big deal and continued the process, giving the sales agent the benefit of the doubt. However, we started to question his integrity, transparency, and character. Everything was moving forward without any issues from our side until last week.

On XXXX XXXX XXXX, the mortgage team informed us that the townhouse appraised under the sales price, with a gap of almost XXXX I called the sales agent immediately, and he said I would call you right back to let you know what we would do. I waited for the sales agent's call for more than 48 hours, and he never reached out to at least provide an update. On XXXX XXXX I emailed the sales agent, mortgage team, and insurance company to inform them we were leaving the contract. Once again, the sales agent did not respond. My wife and I started looking for options and decided to go with the new Pulte subdivision across the street from the XXXX XXXX XXXX XXXX community. I contacted the XXXX XXXX XXXX XXXX sales office on XXXX XXXX I explained the situation to a new sales agent; he said XXXX XXXX doesn't work in that sales office and that I should call him directly. I called XXXX  to reaffirm to him we were leaving the contract.

Then XXXX  started being rude and condescending, saying, "You won't get your money back." I told him to watch his tone and that he needed to take ownership and responsibility for dropping the ball. He said, "I'm sorry. Can I get you in contact with someone about the new subdivision you are interested in?" And I said yes. On XXXX XXXX, I talked to a new sales agent, XXXX XXXX We scheduled an appointment for the next day.

On XXXX XXXX XXXX, my wife, and I discussed options. This time, my wife and I were better prepared by doing a bit more research on the new subdivision. XXXX  offered options with the most expensive finishing package, an unexpected hidden fee not disclosed on the Pulte website, assuring the finishing package could not be downgraded to a cheaper package, and most of the options were above XXXX My wife reassured XXXX  that the Pulte website starting price is XXXX  for the Julep model with an additional XXXX  mandatory corner lot fee, providing additional finishing packages and other options. XXXX  responded, show me where, and my wife showed XXXX  the evidence on her phone through their website; then XXXX  said that it was incorrect and that the finishing packages and prices shouldn't be posted online. Once again, we started not trusting anything and asked about the other hidden fee, which was not on the website but was shown on her side. XXXX  said it was a Lot Premium; every builder charged it in Florida, and all the subdivisions have one. However, I will check with management to see if we can downgrade to a different finishing package and get you a better lot Premium fee. We responded, so why is this not disclosed on the Pulte website and flyers? Also, how does Pulte preplan one specific finish package for every model? Why is there a build-your-own option on the website, and why are sales agents saying the opposite? Why are we paying for the mandatory XXXX corner lot and adding another XXXX XXXX XXXX for a premium lot when there is nothing premium about the lot?

On the other hand, on XXXX XXXX XXXX continued harassing and pressuring me to keep the current contract or at least sign the new contract and transfer the earnest money to the new contract. He continued saying you are not getting your money back after we established, I will get my money back on XXXX XXXX as per the contract. I told him to stop pressuring me and that my wife and I were talking and working with XXXX. He said I'm just trying to help you and want to know what you need so that I can tell XXXX. After the appointment with XXXX, she promised to email us the sales price breakdown. However, her email didn't match what we discussed. Also, the sales price she emailed us was XXXX  and the attachment showed XXXX. I emailed XXXX, explaining her email was confusing and unclear. On XXXX XXXX XXXX  called me to find out where the confusion was, and I explained the discrepancies. Also, I told her we were unwilling to pay the lot premium since we were essentially getting charged twice for the same lot.

Furthermore, on XXXX XXXX I provided all the information mentioned before this paragraph to Pulte Group customer care. XXXX XXXX XXXX the National Director of Customer Care, emailed me, letting me know that a manager from the local area should contact me no later than XXXX XXXX. Also, in our complaint, we suggested a resolution to receive XXXX  incentives to cover the closing cost, buying points to bring the APR down to at least 4.25%, and finishing packages. XXXX XXXX  said the local team would discuss the resolution details with me. 

On XXXX XXXX XXXX XXXX XXXX, the General Sales Manager of the Central Florida Division, called me to lecture me on my initial irrational resolution proposal. I told XXXX XXXX that it was unreasonable to overcharge customers and hoped the appraisal would cover everything. We got to the point that I asked XXXX XXXX what would be fair to him. He said I would give you XXXX  in incentives that are currently advertised and remove XXXX  from the lot premium. I said there is nothing premium about the lot, and he said everyone gets charged a lot premium. I asked how you could charge two lot fees for the same lot. I understand paying one fee because the lot is a bit bigger; however, I do not understand paying two fees for the same lot. Also, I said that it sounds like a made-up fee. He said it was not made up, and I said well, who came up with that fee? He said I did, and then I said the lot premium is negotiable. He said no, it is not negotiable.

I asked if it is fair not to disclose premium lot fees and finish package prices from the beginning so customers can make an informed decision. He said the website states prices depend on lot fees and finishing packages. My next question was why the lot premium price is not advertised on flyers and added to the built-in option on the website to ensure transparency in the sales process. Why are sales agents saying finishing packages are preplanned, and customers can't select finishing packages? He said I set the lot premium prices and preplanned finishing packages to keep the value of the community. I responded that it is unfair for everyone to get lured into canalized options to upsell and use the customers' wants, needs, and emotions to take advantage of them. Then XXXX XXXXy said I have customers lining up and waiting to buy a home from me. Also, he said it is unfair to other customers that you get a special price.

I told him that most customers were unaware of the sales practices strategy. Also, I asked XXXX XXXX if the practices and behaviors of his sales team were in line with the ethics, values, mission, and vision of Pulte Group. Moreover, I asked if the sales team was trained, coached, and certified to conduct business in such a manner. He responded no and provided a new offer of XXXX incentives and XXXX  off the lot premium fee. Before hanging up, a new offer to consider was XXXX in incentives and XXXX; I told XXXX XXXX that I would have to discuss all the numbers with my wife. Also, he said you can use the incentives to reduce the lot premium, upgrades, and closing costs. However, most customers prefer to use the incentives for the closing cost, but you can split it as you like. Then, I asked for his email. He provided his email address; I wrote that we would like XXXX  in incentives, XXXX  off the premium lot, and to email us the offer on the Pulte Group VA Affordability Illustration Worksheet. He replied, "I will bring this up with my leadership team and let you know tomorrow."

Additionally, the sales team did not want to release my earnest money after asking for it many times since XXXX XXXX The entire time, the sales team constantly pressured us to transfer the deposit to a new contract. This tactic is used to keep customers on the hook. I have to ask XXXX XXXX  to send the Termination Agreement form from the XXXX XXXX XXXX XXXX Contract by the end of the closing business on XXXX XXXX. Even after requesting the form, XXXX XXXX  suggested not signing it until the next day. We signed the form on XXXX XXXX and XXXX XXXX signed it the next day. 

On XXXX XXXX XXXX XXXX returned with a final offer with a suspense date, saying that his leadership and he wouldn't be able to offer the XXXX in incentives. However, they will keep the offer from the day before and add the move-in ready package, which includes blinds, a washer, a dryer, and a fridge, valued at XXXX. I reminded XXXX XXXX that any offer must be sent on the Pulte Group VA Affordability Illustration Worksheet. Also, we would consider the new offer after discussing rates and numbers breakdown on the Pulte Group VA Affordability Illustration Worksheet and ask him and the leadership to use available tools to offer reasonable rates. XXXX XXXX responded with the requested form showing a 5.875 APR. Please take a look at attachment one. According to the form, XXXX of the incentive was applied to pay for points. As we mentioned in our initial complaint, if Pulte is offering 4.25 APR, why is Pulte using incentive money to pay for points? Please take a look at the attachment two. The XXXX XXXX XXXX XXXX  form shows XXXX incentive money used to pay for points. As we were told many times, customers can distribute the incentives as they like to accommodate their needs and wants.

As you can see in attachments one and two, both incentives are distributed so that more than half of the money goes to points. Also, more than XXXX  is distributed in attachment two, resulting in a similar closing cost to attachment number one, and the initial deposit is still being used. There is a XXXX price and a XXXX incentive difference. Leaving nothing left of incentives for the customer to use. Their mathematical equations look like a robbing XXXX XXXX XXXX XXXX operation.

Other communities, such as XXXX  by Pulte, offer the same model home starting at XXXX and 4.990 APR, located 8.2 miles driving distance north of XXXX XXXX XXXX XXXX XXXX Please take a look at the attachments three and four. Another community, XXXX  by Pulte, located 24 miles driving distance XXXX XXXX XXXX XXXX XXXX XXXX, offers the same model starting at XXXX  and 4.25 APR. Please take a look at the attachments five and six. How many times do customers have to pay for "location" of the same model? These communities are under the same Pulte leadership division. 

Moreover, the lot premium is disclosed for the XXXX XXXX XXXX XXXX  on the flyer provided at the sales office, and the different prices of lot premiums are briefly explained. Please take a look at attachment seven. XXXX XXXX XXXX XXXX XXXX flyer doesn't give the same disclosure as the XXXX XXXX XXXX XXXX Please take a look at the attachment eight. Furthermore, we could use the view and location examples of the XXXX XXXX XXXX to justify the XXXX XXXX XXXX XXXX lot premiums adjacent to the XXXX XXXX XXXX XXXXs. In that case, there is absolutely nothing premium about lot 40, located between XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  in building five on the left side of the site map. Please take a look at the attachment nine.

Additionally, by comparing the lot premium prices in the Estates, we can notice the most expensive lot premium is the water view/corner lot at XXXX and the cheapest is the standard view at XXXX The water view/corner lot premium is almost 6.5 times more expensive than the standard view. According to the sales agent, XXXX, the most expensive lot in the XXXX XXXX XXXX. If we use logic and give lot 40 a standard view label, the lot premium should be around XXXX  instead of XXXX XXXX XXXX as they tried to add those prices to the total cost. 

On XXXX XXXX I emailed XXXX XXXX  the National Director of Customer Care, to share the facts and attachments. I expressed that no sales team member should ever be involved in resolving any matter involving their practices. Unfortunately, their brains are not programmed to display empathy to fix their mistakes. In addition, their arrogance and greed usually get in the middle of logical and reasonable decisions. A different team should take the lead in a case like this, gather information, and provide possible solutions after reviewing all the facts. If anyone in Pulte outside the sales department is willing to resolve this matter, please share the case with someone above or in charge of the Central Florida Division since we couldn't reach an agreement.

On XXXX XXXX, I got a call from the division's sales director. I challenged him to explain logically and reasonably with evidence and facts to justify fees and options pricing since he said he was the price's decision maker. The director couldn't explain anything and kept saying that prices are a matter of opinion, depending on the market. The sales team sets without a logical and reasonable pattern, expects customers to pay the highest price, and looks forward to appraisals covering their tracks. This is an arrogant way of thinking since they believe their piles of documents and corporate lawyers can cover their wrongdoings.

I told him his team was part of the problem because they added options and premium fees without logic, telling customers we could not modify the finishing options and negotiate a premium. According to the Pulte sales agents, they cannot make modifications without the sales management's approval. Their tactics sound like car dealerships and timeshare sales conventions to canalize customers to upsell options and made-up fees. For the sales team to think this way, internal policies and regulations allow them to feel like they can do whatever they want to drive the housing market.

An independent and autonomous team from the sales team and leadership should handle matters related to their practices. However, this case went directly to the same people committing unfair practices. Instead of forwarding my emails, companies should invest in internal teams investigating matters like this, misrepresenting the companies' vision and mission and affecting Florida's and the nation's economy.

Without a doubt, there is more that we don't know and didn't know when we were going through the process. The sales agent, XXXX XXXX fast-talking, documents for us to review and sign, as well as time, excitement, and trusting individuals, got the best of us. The lot premium and most expensive finishing package was disclosed in attachment number 10 for the XXXX XXXX XXXX XXXX  property. The property's lot premium was XXXX, the finishing package options were XXXX  and the non-standard option was XXXX. Adding a total of XXXX to the base price of XXXX The agent constantly told us all the options were preplanned, and we were not allowed to modify them. However, attachment 10, which we signed, is named XXXXXXXX XXXX XXXX XXXX XXXX Why did the agent give us this document to sign if we were not allowed to modify anything? The setup was to make it seem like we chose the options; however, we never did.

Another fact is that the most expensive finish package for the XXXX XXXX XXXX XXXX  community is XXXX Why is the finishing package from the XXXX XXXX XXXX XXXX  less than 5 minutes driving distance and using similar material was XXXX I can only imagine how the leadership team discusses prices, attractive APRs, advertisement and sales tactics, and the financial team accommodating the upselling strategy. The entire leadership seems involved in XXXX XXXX XXXX XXXX XXXX XXXX greedy operations.

There is an evident culture, tactics, and leadership allowing unfair and deceptive sales practices by withholding information, faking guarantees, and baiting and switching sales tactics to upsell and canalize customers to pay the highest price possible. Also, we believe the sales team is not planning to fix their systems, website, flyers, training, and sales practices to provide transparent services to our communities. We expect a multi-billion-dollar company's vision, values, ethics, and mission to foster an environment of trust, transparency, and fairness for all customers.

These tactics are not new in our communities. In XXXX, after an assignment in XXXX XXXX I had the following assignment in Florida. We experienced tactics and behaviors similar to those of Pulte with XXXX XXXX We signed a contract in XXXX  XXXX  to buy the model home, expecting to close in XXXX XXXX, but we didnt close until the end of XXXX. The XXXX XXXX  sales team said the same thing as Pultes team: you won't get your money back. I had to take special leave from Peru to talk to XXXX XXXX XXXXeadership and tell them to stop messing around with my family since my wife and children were waiting for the house in Florida. XXXX XXXX  leadership took ownership and responsibility and expedited a resolution.

My wife and I haven't been able to rest and sleep since we have been thinking of all the families affected by this team alone, not counting other Pulte sales teams all over Florida and the Country. We can most likely add other sales teams from different builders to the equation. We are blessed; our family was not waiting for housing like in XXXX. However, it could happen since we planned to rent our current home and start showing the house in XXXX but we decided to hold off until the XXXX XXXX XXXX XXXX sales process was completed. It's good that we decided to hold off; otherwise, we would be more pressured by the situation and the sales team to make a faster decision.

We pray for all the families in similar situations who are forced to make fast decisions because of their housing needs, significantly when their projected home was appraised at the sales price due to the canalized upselling sales tactics. Potentially restarting a new process, dealing with the pressure of the sales team, or being forced to come up with more money and other circumstances, adding stress and pressure to their entire family.

We hope investigating authorities will further expose unfair and deceptive sales practices. We hope Pulte and other companies will stop implementing dishonest sales strategies and tactics in the future. We can only hope and pray for improving Balanced Fair Business Practices to maintain the overall housing market integrity in the Central Florida community, the State of Florida, and our nation.

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