Housing is a fundamental issue for people as it gives them welfare, protection, and a sense of belonging into a social nucleus. The study reported in this paper was conducted in Merida, Mexico, where, due to the birth rate and immigration, housing building is a major activity of the construction sector. The objective of the study was to determine the level of satisfaction customers whom bought a house and their behavioral responses to unmet expectations, as well as the ways in which construction companies manage customer needs. Information was obtained directly from customers whom have recently purchased a house and managers of construction companies who were developing housing projects. It was concluded that the companies studied do not seek customer satisfaction through integration of their expectations and needs, rather, they are engaged on a process of trial and error, in which they sell products, receive complaints and react trying to solve those.