ComplaintsforHalston Modular Homes

• Initial Complaint

  20/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov 15/2022 signed a purchase agreement for a modular home. During the walk through of the home We were told that some of the furnace parts had been removed but would be replaced shortly. Feb 10/23 took delivery of the home. We were not permitted to go inside due safety concerns. We were not given the code to the lock box until we complained that we were doing some of the work ourselves. Finally at the end of Feb/23 we were provided with the code. It wasn't until our *** ****** come to connect the furnace to the gas lines we discovered that the furnace parts had not been replaced its taken three weeks of waiting for parts and back and forth to get the parts which were installed partly by our *** ****** and partly by a company hired by Halstons. The parts Halston used were not parts that originally were installed in the furnace rather they were generic parts. The furnace is very noisy now, and we have been told that if there is a problem with the furnace it will not be covered by the warranty. The salesman keeps telling us it will be alright. It took three weeks to get the parts installed delaying the final occupancy permit. Several calls to the company back and forth without a call back. When we talked to the salesman he denied saying anything about the furnace missing parts, he continues to say he didn't know anything about it. I've asked three times to speak to the owner hoping to get this sorted out and other issues resolved, but I have not received any call from the owner. While the home was in transit, they hit a tree tearing off some of the siding, repairs were made to some of the siding however the balance of the siding in the front is loose and will probably fall off if there is a wind storm.

  Business response

  20/04/2023

  Almost all of these accusations are untrue. I will respond to each matter separately below.

  1) DURING WALK THROUGH OF THE HOME WE WERE TOLD THAT SOME OF THE FURNACE PARTS HAD BEEN REMOVED AND WOULD BE REPLACED SHORTLY.

       There is absolutely no way that the sales associate could have known about this. These parts were taken from this furnace well before his employment here. Furthermore, the furnace does not run on our lot in our show homes. I do admit fault that a service department member failed to document this when it happened in 2021. Furthermore, you can't see the missing parts and none of my current staff were aware of the missing motor. 

  2) WE WERE NOT GIVEN THE **** TO THE LOCK BOX UNTIL THE END OF FEBRUARY

      The attached document has your signature acknowledging that the purchaser may not enter the home during set ** in accordance with WCB rules. If you have contractors doing services we simply let them or give them access code which we change once they are finished. Contractors on site have told us that you have been in the home several times.

  3) *** ****** IDENTIFIED MISSING PARTS AND IT TOOK THREE WEEKS WAITING FOR PARTS DELAYING OUR FINAL OCCUPANCY PERMIT.

      I would like to be clear on delays incurred with this home. The home was purchased in November and requested to be on site before Christmas. Clients were not ready for the home until February. Once the home was set up the clients waited well over a month for BC hydro. We needed power to complete the interior drywall. It wasn't until March 30th that the client called about the furnace missing parts. It took my service department a few days talking to the manufacturer of the home and furnace to come up with the quickest and most effective solution. We then hired ************** to install the missing parts. These parts were taken from an identical furnace on our lot. They are by no means "Generic" and are brand new. If the clients *** ****** would have connected the furnace the first time we would have been done this day. However, ************** could not test the furnace and investigate any other issues. Because of this ************** made two extra trips (at extra costs to me) to get the furnace running. The three week delay could have been just over a week the clients contractor would have connected the furnace.

  4) OTHER DELAYS

     Our purchase agreement clearly stated that 85% of full payment is due once the home is on site. When the home arrived the client had not yet contacted a lawyer to get funds from the bank and pay for the home. Company policy would be to wait until payment is received before beginning any set ** of the home. However, in efforts to expedite the completion we proceeded with the set up out of good faith.

   

  5) THE FURNACE IS NOISY NOW, AND WE HAVE BEEN TOLD THAT IF THERE IS A PROBLEM WITH THE FURNACE IT WILL NOT BE COVERED UNDER WARRANTY

       ************** told my service department that the furnace is running just fine. Mobile homes have a high efficiency forced air furnace. They will always be louder than a residential furnace with air returns. The warranty package clearly states that the home and all of its parts have a full year warranty.  If something was to go wrong with the furnace it would definitely be covered under warranty. 

   

  6) SEVERAL CALLS TO THE COMPANY BACK AND FORTH WITHOUT A CALL BACK. I HAVE ASKED THREE TIMES TO SPEAK TO THE ***** TO GET THIS SORTED OUT BUT I HAVE NOT RECEIVED A CALL

      I have personally stood beside my service department representative several times while he is speaking to the client on the phone. All of the issues have been resolved as I have explained above. If you want to speak to me all that you have to do is call and ask for me. I have not received any message to call you or I would have. If you ask for me any staff member will put you through to my direct line where you could leave a message. I would never avoid speaking to any client. 

  7) WHILE THE HOME WAS IN TRANSIT, THEY HIT A TREE TAKING OFF SOME SIDING, REPAIR WERE MADE BUT THE BALANCE OF THE SIDING IS LOOSE

     I can provide photos of the minimal damage occured rubbing a tree during delivery. My contractor fixed all of this siding and will stand behind his work. Vinyl siding is always a little bit loose to allow for expansion when it gets hot. If the siding is installed too tight it will buckle as any siding company would attest to. If any issue with the siding arises it too will also be covered by warranty.

   

   I would like to conclude by saying that we strongly stand by our service to all clients. Halston Modular Homes has good standing with BBB and several strong ****** reviews to support this. I strongly encourage this client to call or come and visit me anytime to discuss these or any other matters.

      
  

  Customer response

  21/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  When the building permit was finally approved and received on January  30/23 I had one week to get every for the home to be delivered terms of the building permit prevent anything from being done before the permit is in place. This meant we could not arrange the pad to be put in or utilities set up.  There was a one delay delay with the house being delivered which the sales rep did not tell us about I had to call and ask as I heard the workers talking about it. I asked to speak to the owner 3 times first was while discussing the parts for the furnace I called ******* on March 31/23 after our *** ****** had stopped by to check the furnace before coming to install the lines. I had to call ******* back on the Tuesday as I hadnt heard from him. Second time was when I tried calling to talk to ******* regarding the furnace and ***** answered told him I didnt want to talk to the sales rep due to his constant lies and racist jokes he thought were funny I wanted to talk to the owner. The brush on the tree crumbled 5 or6 pieces of siding in the front of the house plus bent a 15 foot piece of metal on the roof line plus damaged several of the pieces of soffit that were below the roof line pieces of the hardy board siding were knocked off the front and back workers were picking that off the road  the home took out a ***** line possibly damaging the vent in the roof. The sales rep told my boyfriend and myself that the pieces of the furnace had been removed this was on Nov 15/33 when I signed the purchase agreement. The sales rep and my mortgage broker agreed to vhsnge the terms of the agreement as it appeared to be a builders loan the sales rep told the mortgage broker that I could pay everything once the home was placed and repaired. As for the first payment late yes I had been in the hospital Feb 9/34 with a suspected heart attack back in the hospital on Feb 10 23 told the sales rep I was well called there notary the only appointment I could get was for Tuesday the 21/24 because of the holiday I told the sales rep this that I couldnt just run the the sales office and give them a cheque the home and mortgage had to ho through the notary to be registered. I was told that if I wasnt in the sales office on Saturday Feb 18/33 they were going to put a stop work order in place which the did. The power was hooked up on March 9:23 but we had to wait till March 29/23 for bc hydro scedule to hook everything to the main power lines *** cant just cancel the utilities without notice and expect a new appointment the next week yes things happen the relay in delivering the home was only one day but no call to inform me sales rep was supposed to bring his supervisor out Monday spril 18/23 to walk through the home never showed up no call only an email the next day saying the crew of three would be here later in the week to finish with the cracks in the walls. Last time we saw any one here to do repairs was Easter Sunday he left to get paint never saw him again before that it had been over a week since he had been over to repair anything
  Sincerely,
  
  *******************************

  Business response

  27/04/2023

  My office manager and myself met with the client Tuesday April 25th. We walked through the home and discussed all of the issues. We are completing the home by Friday April 27th. It was agreed on site that if the home was completed to the clients satisfaction that the complaint with BBB would be withdrawn. I also plan on providing a written apology from the sales representative and my company. The client has been very patient and understanding through this process. I was unaware of some of things that had happened. 

  Customer response

  28/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The Business owner has followed through on the promises to finish the home by today, and speak to the sales associate. 
  
  Sincerely,
  
  *******************************

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