D.R. Horton Homes Reviews

I’m not going to say we didn’t have issues with DR Horton, we did and it was corrected. I’m here to tell you the positive experiences I received when I brought my DR Horton home. This was our first brand new build; we brought homes before just never a brand new one. My experience with the Sale agent Mike ** felt comfortable, he was very professional and knowledgeable. Mike made us feel like family and he made sure we were informed every step of the way during our purchase. We have been in our house for 9 months and Mike still stops by time to time to check on us.

Let me tell you the great experience I received with Richard ** Customer care Rep for Carillon. The first time I met Richard it was about our blinds, Ac and little things I wanted to address. Richard stop by to address the issues I was having in the home. The next day I got calls from the vendors to come and fix the issues I submitted. Everything was completed in about a two week period. Had no issues after that.

The next time I seen Richard it was going over our one year warranty inspection. He called to set up times for the vendors to stop by to address what was on my third-party home inspection. Richard also asked if he could stop by to go over the third-party report with me. We went over everything in the report and before he left he ordered a new garage door and back door. He also made contact with the vendors to come for the other items that needed to be addressed.

Richard ** went far and beyond for us; I know people are going to say that’s his job. NO Richard noticed that I have replaced all the doorknobs and deadbolts to black and DR Horton only has nickel locks and handle. He told me he will go ahead and buy a matching deadbolt to match the door handle to the new garage door that is coming in. He did not have to go out of his way to do that he could have given us the nickel deadbolt, but he was nice enough to get a deadbolt to match my door handle that I replaced. He listened to my concerns and made all the corrections that the third-party inspection seen to be defective.

Cathy – Carillion resident 2023

Furthermore, he provided comprehensive insight into warranties, ensuring a year of coverage for both appliances and the property itself. Notably, he emphasized direct contact for any further inquiries, showcasing exceptional customer care. As someone familiar with customer service standards, Mr. ** genuine commitment to excellence warrants a five-star commendation. His steadfast dedication extends beyond immediate transactions, reflecting a genuine desire to foster enduring customer relationships.

• May 17th - We had the “orientation” with Tom Q, the most unhelpful superintendent you can imagine. He only had two responses to every question or complaint we had: “There’s nothing I can do,” and “I don’t know. That’s why you need to read the instructions manuals.” The thing that got most of our attention was the bad quality and defects the cabinets had, especially the kitchen ones. They weren’t like the ones we saw in the model houses. We mentioned that to Tom and Abigaíl D (seller).

• May 31st - After signing at their offices, the “final walkthrough” was very fast to not give us time to complain more, and then straight to sign as if everything was fixed. You know how it is once you are this far… you sign, or you end up with no house. Another day with this superintendent was another uncomfortable day in the process, but this time it got worse once we got the keys and spent a few hours examining the whole house just to find out a lot of visible defects. The house had been given to us completely dirty (inside and outside), as an ongoing construction site. At the end of the closing day, I already had hundreds of photos/videos of the visible defects.

• June 3rd - Everything was informed to Abigaíl via phone call and e-mail. She told us she was taking notes to talk to her boss, and that since we had complained about the cabinets, she had already scheduled an appointment for the cabinets company to check them before the closing day, but apparently Tom didn’t let them in. She said she was going to the house to see them in person, but that never happened, and she disappeared. So, during June, we had to come from out of State more often so we could clean as much as possible before the “big moving” day. That’s how we discovered more issues without even being living at the house yet.

• July 24th night - Less than a month of living in the house, I noticed a shadow in the living room ceiling under the primary shower, and I had just taken a shower. I confirmed that area was humid. Next day, my wife spent a long time calling to four different numbers to report the leak, until finally someone responded at the DRH Las Vegas office. A lady transferred the call to “Bill”, who she said was in charge of that Dept. He said he was going to send Jim M, who was “good finding leaks and other issues”. Minutes later Jim arrived and began to say, “I don’t see anything”, “It doesn’t seem wet”. I insisted and even showed him photos from the night before. So, he went upstairs and said the issue might be from a crack on the shower drain.

He said he was coming next day with a tool to check the humidity, and that he was going to submit a ticket for a plumber to come. Jim asked us if there was anything else wrong with the house, so we gave him a preview, but he told us to submit everything as Warranty claims so he could work on that. Without a meticulous check, he saw a few things on the cabinets and even had a situation with one of the kitchen drawers where his hand ended up greased. Time after he left our house, Pam called regarding the voice message we left hours before at their Emergency #. She said no one answered because she was on lunch. Jim didn’t show up next day.

• July 31st - The plumber came and diagnosed the problem. He showed me the crack of the shower drain and explained that he would have to make a hole on downstairs ceiling to be able to fix it. He was super cool and empathic with our situation since, in just a few minutes, he was able to see the conditions of our “newly built” house. Aug. 3rd and 7th - I submitted a few pages with dozens of images to DRH’s Warranty.

• Aug. 9th - The plumber arrived on time to perform his job. Right after him, Jim arrived with Bill H, DRH’s Customer Service Manager. Bill said he had read all I wrote and that’s why he decided to come and see everything in person. He also said they’re working internally with Tom’s situation (apparently everybody knows how he is, but they keep employing him). Both confirmed the conditions of the house and agreed that the house hadn’t been cleaned by their cleaning crew, as it was supposed to happen before the closing date.

Some of the defects they saw were: the terrible painting job through the whole house with different shades of color mainly in ceilings and closets, all hardware and wall plates been painted but missing paint in other parts of the house; very disgusting paint job in the main door; scratched windows; issues with the carpets; broken and crooked blinds; terrible cabinets (Jim even said the plan he had to fill and cover all the horrible big holes that were left inside them); lumps on the walls (there are more now); showers, toilets and basins covered with paint, grout, and caulk mostly; cracked grout mainly in the three bathrooms; stains in various tiles of the kitchen floor; a lamp falling from the ceiling; mistreated appliances (Jim said he was going to bring us the missing parts from the refrigerator, but that never happened); garage door sensors, water loop, switches, etc. covered with caulk and paint; many things crooked; wires coming out of the stucco; block fence cracked from top to bottom; damaged/broken corner sidewalk by vehicles -mainly construction ones- driving over the curb; the decorative circles on the facade weren’t painted; all exterior hose bibs and meters looking like ten year old ones; etc.

I have to say that when I showed them all the cracks of the windows sills/heads, Jim began with the “That’s normal” gaslighting. I mean, at this point the house was only 2 months old, so that shouldn’t be cracked yet. Bill made Jim take a lot of notes and photos around the house -even when I had sent them a lot of images- and said they were going to start bringing people to work with those things, starting with the cabinets and windows companies and finishing with a good cleaning.

• Aug. 14th - A drywall guy came to cover the hole the plumber had made. I called Jim to know why the man wasn’t going to work on the lumps on the walls, and shortly he showed up and told me it was because he wanted “to bring a manager to check the other issues”. The drywall guy was very respectful, and even notified me about more issues in that first floor, but he had a problem with the paint, so that ceiling ended up with another big square mark and color shade.

• Aug. 15th - Jim showed up with three men from the windows company. I told them we hadn’t check the first-floor windows because that floor still a work site, since there were many construction defects to fix and most of our move was still there. So, I proceeded to show them all the issues with the windows on the second floor, and even having everything marked with stickers (having photos also), they were acting like it was normal to have new windows scratched or not working properly. The man with the worst attitude turned out to be the “president” of the company. To make it more awkward, they take notes and murmur between them, but they don’t tell you what -if- and when they are going to fix your windows. What an uncomfortable visit of those four strangers, while my wife was stuck in a sofa because she couldn’t walk without crutches.

• Aug. 28th - Jim showed up at our house with a young man from the cabinets company “to check the cabinets and blinds”. As soon as I opened the door, I warned them that because of what had happened during the previous visit and not having heard anything regarding the windows during all that time, the visit was going to be filmed. At this time, the house was already showing a lot more defects on the walls and ceilings, so as soon as Jim put his first step inside, he saw and confirmed the marks on that first wall. I immediately showed him that the ceiling was looking worse now because of the uncompleted repair of the drywall, to what he responded, “The ceiling will have to be repainted in full”.

As soon as I went up to show the first blinds, the man told me he was there for the cabinets. Jim said he thought it was the same company. That’s how good DRH’s employees know their duties. We did have a tense moment when I started showing the things in the primary bathroom and the supervisor told me "We don't use flashlights.". Then Jim got defensive and said, “That is the industry standard.”, when I complained that just with the “daylight” it wasn’t possible to confirm the damages in those areas of the cabinets.

Hear me out people: That confirms why they never “see” any of the defects that you really have in your house! If you let the builders decide if something is good or not, their decision will be based merely on if the drawers and doors open and close. They don’t care at all if things are scratched, dented, missing paint, or you have broken shelves, even when you have paid for something new. I mentioned that if nothing was fixed, I was going to proceed legally since there was a Warranty and they weren’t doing anything.

Jim got very mad and said they could bring ten doors of the same cabinet, and all were going to be the same because they were not $20K cabinets. The cabinets’ field supervisor looked confused but continued with the walkthrough. He saw a lot of defects and marks around the house, and agreed on the awful conditions all the cabinets were, especially the kitchen ones where he was surprised by the grease in the three left drawers (the mess that Tom made). He even found more defects on them than the ones we had found. He was professional and respectful, and even shared some valuable information with us. He took many photos and notes and said that he was “going to speak to my manager," but that it would take about 7 days or less to get all the parts and come to fix them.

When they were leaving, Jim said he had scheduled an appointment with the actual blinds company for Wednesday. My wife reminded him about the issue with the A/C not cooling equally in some rooms, and he told her the same he had told me a couple times before “I will submit a ticket for the air conditioning company”. Then I walked outside and showed Jim that our sidewalks now were worse than when he came with Bill, because the people who was fixing the others didn’t fix our corner and had damaged what was OK. He ignored me, but my camera was still recording.

• Aug. 29th - I asked the people working on the street and sidewalks in front of my house, why they didn’t fix our corner sidewalk. They said DRH didn’t pay to fix those corners, even when they were in evident bad shape. I also complained because they damaged the sidewalks in front of my house with their machines… but they didn’t care. Aug. 30th - An hour before scheduled, Jim sent me a text cancelling the appointment for the blinds. No excuses were given. I replied immediately, and again next morning, but he never responded.

• Sept. 1st - Bill called me and said that he decided none of his employees or subcontractors were coming again to my house. He said some of his subcontractors didn’t want to come to my house because they didn’t feel comfortable since I was recording video, but that didn’t make any sense because I only recorded that Monday and the guy from the cabinets company didn’t have an issue with it. Also, we’ve had various service visits before that day, and none were recorded but still nothing was getting fix or followed up. I told Bill it was obvious the only person who complained about me recording in my own house was his employee, Jim. He got mad and raised his voice trying to intimidate us with baseless excuses.

My wife and I made it clear that we weren’t doing anything wrong since this is our house, those are strangers, and the NRS 200 gives us all the right to video record in our house. I also expressed that even when I didn’t have to do it, I gave them the disclaimer before they entered the house. Bill was mad because he didn’t have a valid excuse for what he was doing and got confused when we pointed out how it was possible that they were refusing to come to our house because of cameras, but almost every house today has security cameras. He said this was the first time he had a situation like this (how dramatic), and insisted he was going to call me next Tuesday (Sept. 5th) after his “Legal Dept. get back to” him to tell him how to proceed.

During this 18-minute call we mentioned to Bill a lot of things that were told and agreed in the previous weeks (since their first visit) but nothing had been done by their part. He told me to go to the Board. I told him I didn’t agree with what he was doing, but I was going to wait until Tuesday. Right before ending the call, I told him that I was willing to talk to the “Legal Dept.”, to what he laughed. What a professional behavior by this so-called Customer Service Manager.

• Sept. 15th - I called Bill and left a voice message. Sept. 19th - I called to his office and left another message. I wanted to confirm he was ignoring me, so I immediately called to the front desk, and they transferred the call to his office because he was there. Once again, he ignored my call, so I called the front desk again and explained the guy what was happening. This time the guy transferred the call to the Warranty Dept. where Pam said, “Bill said he’s going to call you today at 3:00 PM”. We explained to her that Jim and Bill were ignoring us, and that we had been waiting for Bill’s call for more than two weeks already, but she insisted nothing was happening and that he was going to call me at 3:00 PM. Well, it wasn’t until 4:20 PM when Bill finally called me and, with a very hypocrite tone, he “apologized” for the long time this was taking and that they were “going to send the letter tomorrow”, which was “just a formality” his Legal Dept. had, but that he was looking forward to fixing our things.

• Sept. 21st - I received a not so professional email from Justin A, who identified as DRH’s Division Counsel. He didn't even have my name right but was accusing me of having unreasonable warranty service requests and threatening/intimidating his employees and subcontractors, especially because I intended to film them while in my home. That my only option now was to file a formal complaint with the Nevada State Contractors Board, so they can work on what they deem necessary to meet “generally accepted standards”. In other words, they don’t want to comply with the fact that they are supposed to deliver a house in “brand new” conditions, so they push the homeowner to go with the Board, which only cares if the house have walls, windows and doors, but do not take into consideration the conditions in which they were given.

• Sept. 23rd - I responded to Mr. ** providing names, dates, times, and other info that proved what we experienced was way different to what he was accusing me. If our Warranty requests were “unreasonable”, why no one said anything when they came to our house, starting with Jim and Bill? Even the cabinets supervisor agreed on the awful conditions all the cabinets were and said it would take only about 7 days to get them fixed. This time I have the evidence of everything in a video. And in any case, who should have “felt threatened and/or intimidated” would be us, having so many strange men coming into our home. All those men were bigger and taller than us, since we are 5’5” and 5’ only. So, I guess the only person that complained was Jim, probably because he realized he had made unethical comments that could harm his company, and this time those were video recorded. He made us feel as if because of the house we bought, we deserved the terrible cabinets we have.

• Sept. 25th - Their Counsel replied with another diminutive email and, even having all details I had provided, he insisted the only option was the Contractors Board. But this time he added << It appears we have a significant disconnect between what you are saying and what I am hearing from our employees and subcontractors. >>. Dec. 5th - Our realtor sent an email with the Inspection Report to some people from D.R. Horton Las Vegas. Dec. 7th - We received a very short Reply All directed to our realtor from Alyssa A, an Area Sales Manager, stating << Mr. ** received an email on 9/25 from our legal council stating that all claims need to be filed with the state contractors board. >>

• Jan. 3rd - I submitted a Warranty claim because some nails were falling from the roof and the garbage disposal had a leak. Jan. 5th – Jim sent me an email to schedule a visit with a roofer and a plumber for Wednesday 10th. Jan. 8th - I submitted another claim to DRH’s Warranty because the vertical blinds of the sliding door had finally stopped working.

• Jan. 10th - Jim showed up with a man from a roofing company, who tried to convince me that there was nothing wrong with the roof, and that those nails were extra ones that had been loose on the roof since they worked there. But as soon as he climbed the roof, he came back with a different story. With a bunch of nails in his hand, he confirmed the nails were popping out, some nails were barely touching the wood, and found one broken roof tile. An hour later, Jim came back with the plumber. He fixed the garbage disposal leak and we joked because the job he started back in August 2023 was left unfinished. He was shocked when he saw how the ceiling was. During that visit, I showed Jim the non-working vertical blinds, and more color shadows on the ceiling over where he was standing.

• Jan. 11th - A crew worked on the roof and their leader told me that they ended up replacing the nails and some roof tiles since they found a couple more broken. Jan. 15th - I submitted a Warranty claim because of various cracks on the primary shower, besides many scratches, dents, dings, on both showers and glass doors. Jan. 26th - Jim asked to come the next week to inspect the shower. I told him that I was working on fixing the walk-in closet, since the brackets were bending and about to fall, but that we could coordinate for any time that week.

• Jan. 29th - Jim replied and we agreed for next day in the morning. Later, I submitted a Warranty claim because of what we found when we pulled the refrigerator to clean it thoroughly inside and outside. The refrigerator has many cosmetic damages on the exterior and interior. But we had already notified and shown the conditions of the appliances to Bill and Jim when they were here on August 9th. The cabinets in that area have many issues, besides the ones noted by the cabinets company’s supervisor on August 28th, including dents and cracked wood parts. The wall was all marked, has what looks like a patch that wasn’t sanded, a large white area, and something that looks (and feels) like a thick screw coming out. The baseboard wasn’t cut correctly, so it doesn’t cover the entire area, it’s loose and bent and it is not painted. The whole area was full of construction debris.

• Jan. 30th - Jim showed up with a big man who identified just as “Jack” and who seemed to be a DRH employee. He saw and photographed the little holes in the main shower, and said he was “going to send the photos to the manufacturer to see what they say”. He also confirmed seeing dents in the other shower. When they were leaving, I talked to Jim in private and asked him why they were ignoring my other claims. He, in other words, basically told me that they’re ignoring everything I submit to Warranty because their lawyer is already involved. It was weird because his facial expressions were agreeing with the conditions of the house, but not with his words.

• Jan. 31st - I received a call from Jim, but he didn’t leave any message nor send an email. Feb. 2nd - Jim emailed me asking if Monday, March 4th, was good for me to have the manufacturer “inspect/repair the shower”. I replied that March was going to be a very busy month for us and that week specifically I was going to be working out of state. Feb. 5th - Jim replied offering March 11th and 18th. He was insisting even when I had already told him that March wasn’t going to work for us, so I responded that << As I mentioned before, March will be a very busy month for us. Whatever is going to happen in the house, needs to be done before March. >> and explained to him that after coming back from out of state, we’d be leaving the Country on the 11th. After that, he has not communicated with me again.

For us, this feels more of a discrimination because we decided to film any visits from vendors in our home, which we’re in our right to do, or maybe because we are Latinos. It is an irony that D.R. Horton sells houses that are “smart” and even push homeowners to buy the service of a security cameras company, but when we decide to use our own camera, then is a problem and we are discriminated by their Warranty Dept. and intimidated by their Legal Dept.

As you can see, there’s no sense of urgency and they never follow through with what they say. This builder employees are experts on “sweet talking” to make you think they will take care of your house issues because of their “great warranty”, but at the moment of truth they will do their best effort to run from their responsibilities, even falsely accusing homeowners. We don't remember being informed that granting the Warranty would depend on how well or badly Jim and Bill liked the homeowner, and that it would be considered only if going through the NSCB. That's a personal agenda. At the end, all the employees turned out to have the same behavior. It is as if it were mandatory for them to do things wrong and the goal was to get into legal conflict with the homeowners.

When we came for the before move in walk through nothing was done at all. We were told time and time we will take care of it until the super just stopped taking our calls. The house had a lot of issues and a few were taken care of after we moved in and called corporate many times but there were still a lot of small and large problems that were never taken care of. The house was also dirty with bugs dead and some alive all over the counters, in the window sills etc. The carpet was filthy like people were walking around with dirty work boots. When I mentioned it to corporate they said they would send in the cleaning crew. I happened to come by when they were there and it was two teenage girls in a car with a vacuum and needless to say the house and carpet was still filthy. I ended up having to have the whole house cleaned at my expense.

There were pieces of trim missing around the base line nails sticking out of some areas of the doorways closets etc. I am going to stop there as I could go on all day. Now to the outside of the house. There were about 8 big holes all around the yard and I was told it was because of a mole but they had trapped it and it was gone. The only problem was the whole yard was uneven from the mole digging under the ground. I was told not to worry about it as it would settle as was new sod. Needless to say it never did and even today when you walk in the yard you can't find any even ground. When I ride my mower to cut the grass its like being on some kind of bumpy carnival ride. There is so much more I could say but I end it with how cheap the walls are. You can here someone going to the bathroom in the master bathroom when you are in the second bedroom on the other side of the house. I think you get the point so I will stop here.

Many of the external contractors we had to call have all suggested that it might be likely due to an earthing issue and even that is not inspected. Today the dryer had shorted and caused a small burst before going out. This is a life-threatening issue and if this is how Dr. Horton treats their customers neglecting the minimum safety concerns, I think they will be in for a lot more investigations than just looking at how to maximize the sales. I would highly recommend anyone viewing this review to not to purchase from DR. Horton.

At five years the biggest window in the house has the UV film in between the glass failing and peelings. When I call DR Horton they can’t tell me who to call or give any help. Finally found the original installer and they don’t have any information on my house they have info for the houses around me of course but not mine. So no one can even tell me who to call for replacement. Dr Horton is as bad as the thousands of review claim. Buy at your own risk.