The failure/refusal to repair cosmetic issues that were submitted in writing well within the 30 day cosmetic warranty window.
My wife and I purchased a new modular home from a dealer for Champion homes that was delivered on 4-26-2013. The home was set-up by a sub contractor crew. They ran out of materials, and left one end of our home (the eve) exposed to the weather for approximately 2-3 weeks. They also failed to clean up the attic insulation, and provided no floor coverings, and proceeded to walk and embed insulation throughout our new carpet all over the house. We have a 13 month old baby that we can't even let crawl on the carpets because of ground in paint, insulation etc. When told of this, Champion homes did nothing! They made our dealer have our carpets cleaned, which did nothing but make it worse. There's still painted footprints, and little specs of insulation on our carpets. Champion Homes did agree to replace the carpets in the hallway, and family rooms but have since refused to do so. Champion Homes offers in writing a 30 cosmetic warranty that will fix any cosmetic issues within that first 30 day period from delivery. I have numerous emails, and voice mails that confirm the we properly notified them in the allotted time to fix these issues. We've been put off on numerous occasions for one reason or another, the last for "Ordering Materials", which we waited 6 weeks for them to return to fix our list that they asked for. When the time came for them to come, they we're only prepared to barely do the minimum and not come close to completing our punch list. We were informed by Mr. ***** ******* the Service Dept. manager on Monday July 1st, the day they were set to be here, that they were not coming to do another thing until the Dept. of Insurance tells them they have to fix it. Mr. ****** is fully aware that the D.O.I is only a code compliance dept. and has nothing to do with any cosmetic issues. They have been aware of all our issues and concerns in writing as well as numerous phone calls since literally day one. My wife and I have been totally mis-treated, treated like we don't matter, and told by Mr. ****** that he's only going to basically do the bare minimum that is required, and he didn't care if we are happy, sad, mad, glad or anything in between. My wife and I have from the very first conversations tried to be as cooperative with them as possible, and even tried bartering with them to make things easier on both parties. They have refused to even consider that, and with the numerous issues we've had with this home in this short of time, have been very, very unsympathetic, and un-compassionate *** bit. There has been live electrical wires lying in our attic that we we're only made aware of after 2-3 weeks of living in our home by one of the sub-crews they sent down to do less than half of the original punch list the first time. We have been promised someone was coming to fix all the things listed on our very detailed punch list that Mr. ****** specifically asked for in writing, and have again failed to live up to their own 30 day cosmetic warranty. We've documented all of our conversations via email or verbal, and are well within our rights to have the things that we've requested to be fixed. I have been very demanding of them fixing these things, as their definition of quality, and ours is extremely different. All my wife and I want is the repairs that are Champion Homes legal and written 30 day cosmetic warranty responsibility to fix. Our home is in disarray, with cracks in walls from the home not being on the foundation square, to unsafe carpeting and sub-flooring that has nails sticking up through it, to un-painted walls and doors, to doors not closing properly, to walls being built in the factory out of square, to wall tile in our master shower being so uneven and crooked it's embarrassing. We want our home finished to the quality that were promised and sold on when we purchased it.
At this time we'd like all of our punch list items completed to an acceptable standard of quality. We'd like our atrium door that was left out of the dealers end of the contract installed. My wife and I have worked extremely hard for 2 and a half years to get our new home, and have had nothing but a nightmare from step one. We only want what is and was promised to us, repaired, replaced, etc.
To Whom It May Concern:
Mr & Mrs ******* purchased their home from **** Foundations 4/20/13. They were also provided with a Homeowner's manual stating our warranty, which consists of a 30 day cosmetic warranty and one-year structural warranty. The *******'s initial work order was rec'd 4/17/13, loaded with a contractor 5/2/13 and completed 5/6/13. At such time issues with the retailer revolving an atrium door were brought up with our contractor by Mr. *******. He was told to please contact his retailer with his concerns as it wasn't a factory warranty issue. All items were completed on his work order but because of items that were not a part of our warranty or the responsibility of the retailer Mr ******* refused to sign but did initial on the items he was happy with. After which he call the service department to complain about the same issues. Which were found to be either not a factory issue or past his cosmetic warranty. His main concern being the installation of his atrium door, which again wasn't the responsibility of the factory as the agreement was between him and **** Foundations. Every e-mail & phone call he sent was answered according. Since neither customer service rep could make him happy he was referred to the service manager. At that time it was agreed that he contact the NC Dept of Insurance. After the home was inspected by a representative from the State, Champion Homes, the Retailer and Mr. ******* a determination was made by the State what was to be completed by Champion and by the retailer.
An attempt was made 9/3/13 to complete the listed repairs at such time Mr ******* had additional items he wanted completed as well. It was explained that in State issued work orders only the items listed are to be completed. This did not sit well with him, he would not let the contractor complete the work order and he contacted the State again. *** ******* a rep from the Dept of Insurance, asked us to make one more attempt to schedule a return trip to finish the work. Our first attempt to schedule was by ******* ***** at which time Mr ******* scheduled for 8:00 the following Monday morning, however when the contractor called to confirmed he refused the appt and stated that he was never called. I phoned Mr ******* again and scheduled an appt for 11/11/13 which this time was confirmed over the phone as well as by e-mail. Our contractor completed all factory listed items and Mr ******* initialed the items to confirm. He also stated that he still is not happy as all of his cosmetic items were not done. I can assure Champion Home Builders have made every attempt to make the *******'s happy with their home as we do with ALL of our valued customers, but with any home the more you reside in your home, cosmetic items will be an issue (loose trim, grout and caulking issues, etc) which is why we offer 30 days cosmetic to ALL of our customers to fall under customer maintenance thereafter. While his structural warranty remains until 4/2014, his cosmetic warranty has since expired and per policy no additional cosmetic repairs will be made. If you have any additional questions please feel free to contact me @ ********@championhomes.com
Well, all we'll say is this, After 4 months that It's taken them to reply, we expected a response like this. We'll again say, we have had ZERO customer service, have been treated horribly with total disrespect by everyone that has had anything to do with our entire home buying/set up process from Champion Homes. Please have them send you, and to us a completed and closed NCDOI list that states they have completed everything. They can't, because they haven't. So, if they won't even complete the State of NC's dept of Insurance list, that will tell you how much they've done to complete our punch list. Oh, and by the way, we have a validated email of our cosmetic 30 day warranty issues that was received, and confirmed by 2 different representatives of Champion Homes sent 3 days after the home was set up, WELL within our 30 day window. Yet, they have refused going on almost 9/10 months to address and fix those issues. The BBB has been supplied with that validating email related to the complaint filed against **** Foundation Homes/Mr. ** ****** we also have 100's of supporting documents, photos, etc., that we'd be happy to supply. They can continue to point fingers and accuse but the issues are not still being addressed. We still have unfinished base board/ window and door trim, tons of other half COMPLETED, SHOTTY workmanship. They built and sold us a lemon, with the lowest, cheapest materials they could find. We should not be having all of these issues with a brand new home. We would respectfully like to have this information added to the file. Thank you in advance for your help.
In response to Mr & Mrs ******* we have complied to their repairs that falls under our 30-day cosmetic and one year structural factory warranty that is given to every one of our customers, as well as act upon all issues required by the state. We are currently waiting for a repair list from the most recent inspection that I believe was on 1/2/14. When that list is received, a qualified Champion contractor as well as North Carolina Housing board state representative will be sent out to complete whatever issues are noted by the state inspector which should address all of Mr & Mrs *******'s concerns and close out his state case