Pulte Mortgage Reviews

During my visit to the model home, I had an unfortunate experience with one of your sales agents, Rikki **. I went in to review design options available to me in preparation for my upcoming design center appointment this Wednesday. When I asked if there were folders available for review, Rikki responded in a condescending manner, insisting that I should have already completed a wish list. Despite my explanation that I had not received one, she spoke to me as if I were mistaken or uninformed.

While waiting for the sales consultant I have been working with, Ruben **, our small talk felt odd and uncomfortable. She continued speaking to me in a way that felt like she was talking down to me rather than with me, as if I didn’t know what I was doing. When Ruben arrived, he clarified that I had not yet been given a wish list, explained why, and stated that we would be discussing it that day. Rikki then made a comment regarding her sales training, but by that point, I had already expressed my concern to Ruben about how she had treated me. He acknowledged the issue and apologized on her behalf.

To be completely honest, I strongly feel that I was treated this way because I am **. There was a level of dismissiveness, judgment, and condescension in the way she interacted with me that I couldn’t ignore. It wasn’t just a misunderstanding—it was the way she carried herself in our conversation, the tone she used, and the underlying assumption that I must not know what I was doing. This kind of treatment is disheartening, especially in an industry where buying a home should be an exciting and respected milestone, not an experience where one has to question whether they are being treated unfairly due to their race.

In today’s climate, where division and tensions seem to be at an all-time high, I find it unacceptable that a homebuyer investing a significant amount of money can still be treated this way. Buying a home is a major milestone, one that should be met with professionalism, respect, and support—especially from a company that prides itself on customer satisfaction. Yet, this experience left me feeling judged and diminished rather than valued as a customer.

I am bringing this to your attention because I believe that every homebuyer, regardless of background, should be treated with the same level of dignity and professionalism. Up until this incident, my experience with Pulte had been overwhelmingly positive, and I was looking forward to this journey. I hope this is addressed appropriately so that no other homebuyer has to experience something similar. I would appreciate your guidance on how situations like this are handled within your organization and what steps are taken to ensure that all customers receive the respect they deserve. Thank you for your time.

I’m in despair and wish I had read all these one star reviews before agreeing to go with builder lender. PLEASE do not work with this very unfit group of lenders that clearly didn’t work collectively for the benefit of their client and waited to the last day to begin investigating what they apparently perceive as red flags or potential problems for a seasoned buyer like me.

Pulte Mortgage has no idea that we paid off school loans or other debt several months prior to closing because they are making today's decisions based on credit reports they pulled months ago when our house was being built. Our closing is again delayed because they want us to show that we transferred our down payment from one account to another. Today Pulte is asking about a $300 furniture purchase on a credit card that was paid off 3 months ago. None of the questions make sense. This is our 4th home and we have never had any issues such as this. We are still not closed and there is no urgency to get the home closed.

She said she would call their department to have it worked on asap and call us back. That didn't happen. We called a few times to follow up with her, no answer. We then called from a different number and surprise! She answers and seemed annoyed because she has to leave the office in an hour, ok sorry for following what you instructed as to do?! Next day comes, we got a call to schedule a loan consultant appt. to talk options. Could not get anyone to even talk to. Someone finally got back to us the next day and we're told no one is available until 10 days later! (We have dealt with 2 different mortgage companies in the past and this wait is unheard of.) Also this delayed appointment would mean we will not make the time cut off given by the builder to get the conditional approval. So we said thanks but no thanks.

Later that day, an agent calls with a sudden available appointment in 5 days. Still too long when tons of lenders can review and give you options and rates within 24 hours upon receiving complete documents needed. Michelle finally calls us back after we declined using them and said she would call our builder agent Connie to tell her to push the deadline for the approval so we can use them. Wow! They really can accommodate their late and slow scheduling but the builder is quick to inform you of $500 per day late fee if the buyer causes the delay (closing).

She also blamed Connie (builder sales agent and does not work for the mortgage co) for not explaining how their slow loan process, when it was her responsibility to do so. We have emailed, called to ensure our information is deleted and NOT one person replied to this day. We will proceed with filing a BBB complaint as they refuse to confirm our loan withdrawal and deletion of sensitive financial information. You would think having a local agent like Michelle in Brentwood, TN, will result for more accountability but it's just the opposite.

Very eye opening for us to never use builder owned lenders despite what may seem like "attractive incentives" at first but they really only cater to the builder's conveniences and can very easily manipulate your loan process especially if they want to push deadlines or worse closing dates. Do your diligent research! They are not equipped to handle a very competitive field. Saying their system and process is slow is an understatement, so inefficient and convoluted. Just save yourself the added stress & money, there a tons of better lenders out there that can keep up with the modern times & conveniences and above all a company that invest in providing quality customer service.

We began working with Kim and getting documents submitted so they could be sent over to underwriting. Our goal was to get a VA Loan since my Fiancé is a veteran. We got a very preliminary mortgage estimate with the plan of selling both of our houses. My townhome went under contract immediately, but a few days later a unit attached to the same building caught fire and made the entire row of homes uninhabitable. I advised all parties of the situation with my current house. I spoke with Kim on the phone within 24 hours of the fire and she advised that things would still be okay even if my house were not sold during the process. Understandably, the people who signed the contract backed out of the purchase.

2 weeks after the discussion about the change in my townhome, Kim reached out to me by phone and said that we had issues since our debt-to-income ratio was now too high for what the underwriters would approve. I asked her what had changed from 2 weeks ago when we had spoken. She didn’t give a straight answer and said something about trying to run numbers through different scenarios “to see” if it would work. Supposedly, our debt-to-income ratio was 10% too high. My realtor advised that the loan consultant probably didn’t run the numbers again when I had spoken with her previously. I was freaking out because I had been under the assumption that we were still okay and that my house could be sold once it was repaired (though there was no ETA).

I called Kim with my realtor on the phone to ask what we were supposed to do now that the situation with being approved for a mortgage had changed. My realtor did a great job of asking pertinent questions and telling Kim that nothing had changed in our situation in the last 2 weeks. The loan consultant stumbled around trying to explain what she had said before and that we could “attempt” to do a conventional loan and that I hadn’t understood her when we spoke last. She absolutely did not want to take responsibility for any kind of misrepresentation or lack of work on her part.

Because this situation had begun to get more ambiguous as we continued, we reached out to another lender as a backup to see what numbers could be run through them. Since my Fiancé and I did not want to go through a conventional loan process, we advised that we would get paper married so we could qualify as a couple for a VA loan. I was updating both mortgage lender groups of these changes. I reached out to Kim and advised that we would be getting married in the next few weeks. I asked if she could run an estimate using a VA Loan and having us as a married couple. She said she would need to see our marriage certificate first.

I talked to my realtor and she said that was absolutely ridiculous that an estimate could not be run. Any time I reached out to Kim after the previous discussion, she acted like it was a waste of her time and that we didn’t understand how the process worked (which is exactly why we’re supposed to have a loan consultant). At this point, we were heavily leaning towards the other mortgage lender since the Pulte loan consultant couldn’t handle changes in the process or bother to communicate with us.

At this point, I stopped submitting any additional documentation to Pulte Mortgage because I couldn’t trust the guidance being given. Prior to my Fiancé and I getting married, we advised Pulte that we would not be moving forward with them as our lender. Somehow, that same day Kim managed to scrape together an estimate and send it to us. She suddenly didn’t need the marriage certificate. This mortgage estimate had the interest rate listed at close to 8%.

My realtor immediately reached out to me and said that the mortgage national average on that given day was 6.8% and that the other lender had locked us in for 6%. As a last-ditch effort, Kim tried to piece together an estimate with a rate lower than 7% but we no longer wanted to consider anything having to do with Pulte Mortgage. About a week after we made our decision, we got a half-hearted apology from Kim’s manager saying that it was “unfortunate we didn’t have a good experience”. We were able to make everything work with our other lender, and we are happily in our new home. Always make sure to have a backup lender lined up. After going through this mess, I read some online reviews for Pulte Mortgage where other people had experienced the same kind of service. I feel that my current lender said it best, “mortgage companies have to be able to pivot when changes inevitably happen”.

Original Review: March 7, 2024

I am sharing my personal experience with Pulte Mortgage through this review. Unfortunately, we had a bad experience with Kristi, the loan consultant, who was extremely rude to us during our first interaction with her on the phone. She told us that she was not going to submit our paperwork to the underwriters because my wife did not have a job offer in Florida during the time of the application process. However, I informed Krtisti that we were told to complete a loan application to start the home-buying process by a Pulte sales representative. Kristi stated that the Pulte sales staff should have not told us to complete the loan application as they were only salespeople and knew nothing about the home-buying process. I felt that this was very unprofessional, especially since they all worked for the same company. On our phone call, Kristi repeatedly threatened to stop the loan due to my wife's lack of an employment offer in Florida. Eventually, we requested a new loan consultant.

We also had a great deal of difficulty submitting the required documents through their website. We were informed by Pulte on multiple occasions that they were unable to decipher the documents. This made it appear that we were in default, and eventually had to submit all required documents via email to our loan consultant. Furthermore, there were problems with rate locking. Our Pulte loan consultant failed to rate lock us in a timely manner, which made us look like we were in default and postponed our closing date, subjecting us to a daily penalty of $250 for each day that we were unable to close.

When we finally received our estimated closing statement we had an additional $94,000 in adjustments that we had to bring to closing. When we inquired about the $94,000, we could not get anyone to clarify and explain the additional cost to us, further delaying our closing date. It was finally explained to us that this additional cost was carried over from debt that was not paid on the closing of our home, but this debt was paid from the profits on the sale of our prior home and a closing statement from our prior home was made available to our Pulte loan consultant.

I do want to recognize Carlos **, Pulte sales rep, and Ryan **, who both have been very helpful throughout the process and have gone out of their way to assist us. Ryan went out of his way to collect mail that was delivered to the home address while we were in another state waiting for our new closing date. Carlos was an amazing sales representative. He was constantly communicating with us and Pulte Mortgage and helping us with the closing of our new home. He was able to communicate with the builders and remove the $250 daily fee.

Carlos kept in constant communication with the finance team and kept us updated with any new information. He always kept us in the loop and made sure to try and find the answers to all of our questions. He was even able to get us early access to at least the garage! I find it appalling that my sales rep and CM can go above and beyond to help us through the home buying process more than our realtor Liz ** from Pozek Group who was always absent or rarely responded to any of our emails or text messages. We also shared our experiences with our realtor and friends in Quincy, IL and even they were appalled by the lack of customer service from Pulte Finance and our realtor Liz.