ComplaintsforClayton Homes

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Premier home that was built in the plant in **********. The home is under warranty and they are refusing to address the issues. Inspector from Clayton Homes is trying to lay the blame elsewhere. I have had 4 contractors look at the home and the consensus is that problems stem from incorrect installation of the door and windows across the back of the home. This has caused severe water intrusion and is rotting the subfloor. The problem started before the home was ever delivered to the retailer and because of the location was not visible. I am stuck with a home that has been torn into to find said problems and the manufacturer refuses to correct the problem.

  

  Business response

  03/01/2024

  Our customer had asked that his daughter serve as our primary point of contact regarding factory service repairs and submitted a complete repair list to our customer care coordinator who discussed the list with the customer 6/7/23 to prepare for scheduling the repairs which a factory customer care technician performed 7/8/23.

  Approximately 8/9/23 the retail home center that sold the home to the customer reported a leak at the primary bathtub, but committed to addressing the issue, however the home center apparently did not address the leak. A short time later an additional repair list was submitted to our customer care coordinator as well as a report of a door leaking around the doors glass, these repairs were scheduled with a factory customer care contractor who performed the repairs 9/28/23, however the contractor reported that the door located at the rear sidewall of the home had been leaking due to the door manufacturers glass insert sealant having a void, and that the door would need to be replaced and flooring repair would be necessary.

  The replacement door was ordered and once it was delivered the repairs were scheduled with our next available customer care contractor who performed the repairs 11/23/23, however prior to 11/23/23, our customer had hired a local home inspector who in our opinion grossly mis-advised and misinformed our customer regarding the causes of concerns and complaints, and of the condition of the home. The inspector advised our customer to leave windows and doors open presumably to allow the home to "air out". Our factory customer care contractor, technician, and myself have advised our customer against leaving doors and windows open for the several weeks if not months that they did so, as it was / is allowing moisture / humidity to freely flow into the home which would not help their concerns of moisture damage, etc.. but our advice was not applied. Regardless, the requested repairs were performed 11/23/23.

  Sometime following the November 2023 repair visit, our factory received another report of the same door leaking rain, etc. Our next available factory customer care technician inspected the home making notes, etc. and was then scheduled to perform a more in-depth investigation to determine the cause of apparent moisture issues within the home aside from those created by our customer leaving doors and windows open and operating portable air conditioner units inside the home. ************** made a list of items that he would need to investigate more thoroughly and returned to the home 2/12/24. During this visit it was determined that the way the site built porch and skirting beneath the home had been connected to the home were directing rain against the home and preventing the rain from exiting away from the home and in turn causing damage to the homes exterior wall decking, which has possibly also affected interior components within the home. ************** has just recently returned the information to our factory and I have not had an opportunity to thoroughly review the information and pictures, I will contact our customer and ********************** office once I have reviewed all of the information. 

  Thank you, Customer Care Manager - ********************** ******* 

   

  Customer response

  03/04/2024

   
  Complaint: 21334112
  
  I am rejecting this response because:

  I have now had 5 different contractors look at all the issues. 2 contractors from the retailer and 3 independent, they all say the same thing! Windows not installed properly, door and trim not installed properly and now issues with the roof. Doors and windows are not open for very long, except while we were awaiting hvac installation  and had to use portable units. The skirting was installed properly and that was sent to the company. The few "repairs" have been shotty at best. Windows are out a quarter of inch, water is getting behind the siding and the tyvek is too thin. We have an insurance adjuster coming out and meeting with different contractors. 
  
  Sincerely,
  
  *******************

  

  Business response

  03/11/2024

  In response to our customers representative' rejection of my previous response, the deck / porch that was secured directly to the floor of the home with screws penetrating through the vinyl siding just beneath the threshold of ***************, has distorted, damaged, and pinned the vinyl exterior door trim between the porch and exterior wall of the home which is allowing rain to enter the home around *************** and enter behind the vinyl door trim and vinyl siding, and cannot be replaced without disconnecting and moving the porch (presumably installed by the retailer / home center) back and away from the home to allow replacement of the trim, and now the water damaged OSB exterior wall decking. The top trim of the skirting which was also presumably installed by the retailer / home center per the customer representative is also secured to the home with screws installed through the vinyl siding near floor level and into the floor of the home pinning the factory installed vinyl siding tightly against the home and blocking weep holes in the bottom edges of the factory installed vinyl siding that are in place to allow moisture to exit, but is now being trapped. Two of the five contractors the customer representative mentions apparently work for the retailer, (which either installed, or contracted the installation) of both the porch and skirting that are creating the rain entry water damage. The contractor the customer has hired to perform other work on their property had apparently removed some of the drywall in the pictures the customer representative submitted with their BBB Complaint as well as some other components of the home. I presume that this contractor is who incorrectly advised to the most recent factory technician scheduled to the home and the customer that windows were improperly installed due to not having vinyl J-channel installed around them, however this contractor is mis-informed as all windows installed by our factory are of the recessed vinyl ****** type, which have a "J-channel" type area built into the window frames and so they do not require additional J-channel. I will try uploading some of the pictures of these issues, however I may have to find another way of providing them. It would appear that our customer is placing trust in contractors, inspectors, etc. who are not familiar with manufactured housing construction and warranty guidelines rather than accepting what our factory has tried to explain in order to help the customer and prevent further damage of their home. Our factory is willing and able to perform warranted repairs for our customer, however we cannot force a customer to accept our determinations or our advice as truth.

  Thank you, ************* Manager - ********************** *******

  Customer response

  03/12/2024

   
  Complaint: 21334112
  
  I am rejecting this response because:
  I have already stated the reasons why and information was sent to Clayton showing where in the book the skirting I installed per their requests. Baldwin county requires the deck to be attached.
  Sincerely,
  
  *******************

  

  Business response

  03/20/2024

  Good morning *************, our company had no involvement with the installation of the deck or skirting. I have no record of when the deck or skirting was installed or by whom, however the customer told our technicians that the dealership installed or contracted someone to install the deck and skirting for the customer. Please let me know if you have any other questions or if I can be of assistance in any way. 

  Thank you, ************************* - customer care manager ********************** *******

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started the buying process around April of 2023. I was approved for my loan immediately. Once I closed the loan in the beginning of September 2023, I was informed that the wrong home was ordered. I am now stuck waiting an unknown amount of months for my home. They have very poor communication. Are making no effort to get me in a home quicker due to their mistake. I found a home like the one I ordered on another lot, it is available and ready to go, the *********** is failing to communicate or assist the other location with getting me in this home. They are instead continuing to make me wait on a home to be ordered and built. I have went to the regional manager, who has failed to respond to me as well.

  

  Business response

  10/02/2023

   

  Good afternoon,

  I received and reviewed complaint #******** which concerns an order that the customer has apparently placed with their respective retail location and not with our manufacturing facility. After discussing the limited information provided within the complaint with our sales staff, it does not appear that this retail location has submitted an order with our facility for this customer. 

  thank you,

  Customer Care Manager

  Clayton Alabama

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The buisness in name manufacture a home we bought for 160,000$ 2 years ago upon delivery of the home the doors were leaking windows were not square in frames paint issues marriage wall issues sheet rock issues flooring issues we been in contavt with the manufacturer as well as the dealer ship to correct these issue the dealer ship is timberline homes out of ************ they have sent crews out that have worked but never completed the work alway did not have the right material are was not told to make this repair are that repair then they damaged more things in doing the repairs but will fix it when they come back so forth an so on just big run around an now they have waited so long to repair one of the door that has been leaking from day one it has mold an the flooring is now soft we have tried continuously to work with these people to get these repairs completed to no avail we talk to a *********************** who was trying to help but now she doesnt work there we were then sent to a ******************** who is the most rude an unpleasant person an has been anything but helpful an denying our repairs we then spoke to a ************** who very helpful for a short time but now she no longer works there I have reached out to the service manager and the general manager but have got no calls back the issues stated are direct result of manufacture failure to provide quality work I gave included some pictures but not all

  

  Business response

  04/28/2023

  Our company and I regret the dissatisfaction of any of our valued customers, as we strive to always do what is right and provide world class customer **********************. As with many companies of all sizes in these *************, we have faced many challenges associated with material and labor shortages in recent years and can only apologize for our shortcomings and try to make them right going forward. Our general manager and I were traveling on business when our customer called for ** earlier this week, I returned our customers call when I returned to the office, discussing their complaints and emailed our customer the list of remaining ********************** items that were conveyed during our phone call for them to confirm that my list was accurate and for pictures to be submitted for better clarification. I have distributed this information to our customer care team members who will be involved in completing our customers repairs as efficiently and quickly as possible. I explained to our customer that some of the unresolved issues were the responsibility of the sales center, however I committed to address those issues as a courtesy as our repairs are performed. I confirmed with our customer some dates that they can be available for our repair visit and our office is working toward gathering the necessary material in order to schedule our next available factory service technician to perform these repairs. I cannot guarantee a definite repair date at this time as too many variables are involved, but our company will resolve the remaining issues as soon as possible.

  Sincerely, 

  *************************

  Customer Care Manager

  Clayton ******* Plant 974

  P.O. Box 300 *******, **. 35540 

  Customer response

  05/04/2023

   
  Complaint: 19981430
  
  I am rejecting this response becauseThey have responded an as it states in his email have not yet scheduled a date to make repairs but they have acknowledged the issues and claim they will fix them 
  At this time I cannot close my complaint do to the fact they have not made any repairs yet an we have been told this before by this company just to see little are no result from them so I guess we wait till they decide to schedule an come out an make repairs :
  
  Sincerely,
  
  *******************

  

  Business response

  05/15/2023

  Regarding our customers rejection of my response to complaint ID ******** due to my not being able to provide a definite date for the repairs to be performed within approximately one week of confirming the repairs that our customers requested, I can only advise that it does take time to acquire and arrange shipment of materials and to schedule a field technician to perform the repairs around our customers schedule in a different state than our factory and technician are based. Our factory has responded to each of our customers concerns since purchasing their home, performing numerous repair visits during the course of the limited structural warranty and we are working to address the current complaints as quickly as possible although the limited warranty expired over a year ago. The dates that our customer provided of their availability consisted of either **** through **** (which we could not schedule quickly enough to accommodate), 6-7 through ****, or 7-5 through ****. We are in the process of shipping material for the repairs 5-15-23 and hope to perform the repairs resolving our customers complaints within the date range of 6-7-23 through ****-23 if nothing unforeseen occurs. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a home from ******* mobile homes in march 2021. They are a cavalier dealer in Louisiana. Home was delivered to my property in June 2021. A few weeks later the trim out people came to finish putting together the home. The painted the wrong color paint inside the home and now none of the walls match. They brought different color skirting so I have 2 colors of skirting instead of one color. All of the trim Has separated. I have nails coming up through the floor from the decking. I have bulging in the sheetrock where the home was joined together. The home isn't level. I had to fix the ac after I moved I. Because they cut the wiring while installing . They refuse to send anyone to do my punch list of problems. I have contacted the dealer and they tell me to contact cavalier. Cavalier doesn't return calls or even answer the phone. This has been going on since we moved In Back in June 2021.

  

  Business response

  04/06/2022

  Business Response /* (1000, 10, 2022/03/28) */ Our company has contacted the customer and resolved most of the complaints and intend to schedule our next available technician to complete the remaining item of repair within the next two weeks approximately. Consumer Response /* (3000, 13, 2022/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally sent someone to fix our issues.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  we purchased our home in October 2020 home was delivered march 2021. we have continued to have problems with the front glass door it was been repaired and still having issues. I sent in a request to have it repaired 09/30/21 it repaired again the door frame is coming apart between the front door and glass it now 11/23/21 and still not fixed the front glass door is jammed close as well which is a fire hazard to us. i was told 11/01/21 i would see someone within 2 weeks and nothin. I feel like the service is not what it should be they build these homes in a days time and do not have any one inspecting them for damages. before being sent to the dealer. and now our back door is not closing very well either and needs to be adjusted but at this point i don't know if i will see anyone before the first of year and it seems like they only have one person working a big area and trying to do all the repairs and he cant keep up with all the repairs. it sad that i will have to try and get my front door unjammed my self and hope it does not break the front glass door in the process trying open. i fell like the safety of my family is on the line. we have also found big gaps between the walls in the bathroom in the hall you can see light when it is dark at the top of the wall. the counter tops in my kitchen are uneven you where they connect and you can slide anything across the seam as it catches . my walls are cracking in places and the siding is come apart and lose

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/11/24) */ Our technician has an appointment with the customer for today 11/24/2021 to address all concerns that would be covered under the factory warranty guidelines. Consumer Response /* (3000, 7, 2021/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you i am very happy with the results I hate that it had to come to this to get this problem resolved

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩