ComplaintsforExecutive Homes

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We decided on the purchase of one of their homes that was sitting on the lot previously built over a year ago for another customer whose loan didnt go through. We asked if there was anything we needed to do to insure our purchase as we were still looking for the purchase of land to put it on and the owner said no everything is fine. We went back a couple months later and she jumped up the price $50,000 using the excuse the price of materials has gone up?????? Ummm.The house was built over a YEAR ago. We never got a walk through or gone over anytime frames in which if there was things that needed attention. She did tell ** that after the move if there were repairs needed we have a year to report them. Well.as soon as the contract was sign, management took a 3 week vacation and could not be reached and the staff they had running things didnt have a clue.Some repairs have been made and might I say very poorly then she ghosted **. We have been in our house since July 7 2022 and are still dealing with issues. Feels like they are waiting for the year warranty to run out so they dont have to fix anything, I have been left to figure out how to resolve issues on my own with the existing contractors.Very frustrated, cant just make A phone call its 4 and 5 calls to get anything done by the contractors if they do anything at all !!!!!!!!!!!!! It's Executive Homes responsibility to streamline these repairs as she stated in the contract we signed.

  Business response

  03/28/2023

  *************** to the complaint filed with the BBB dated 3/17/23.

  
  

  The first time this customer was on my sales lot looking at manufactured homes they did ask me if they could give me a deposit on a factory ordered model.  On this first visit the buyer did not have property nor did they have any lots in mind to purchase.  They were in the "beginning" stage of the process and our business practice is to not open escrow without knowing the placement location of the proposed home.  The client returned to my sales location approximately 7 months later and demanded I sell the home for the same price that was shown on the first visit.  ** that 7-month period the factory was issuing price increase notifications every couple weeks.  These price increases were not just my company or my industry, this was nationwide and I had no control over material surcharges, gas increases, material shortages, etc.  Because they were so upset, I offered my display model for a lesser price.  They had choice words for me that day and ended up leaving by slamming my sliding glass office door.  I honestly thought that was the end.  Weeks later the customer returned and asked if they could purchase the display model I had offered, and I agreed.  

  
  

  I have read the complaint several times and I am not sure what issues I am addressing, if any.  There were normal service items that needed attention from either my company or the manufacturer.  My service person detailed the home prior to the buyer's taking occupancy.  However, he was back to address concerns of theirs on 7/27/22 and again on 9/1/22, and the factory was at the home on 7/12/22.  After the buyer had lived in the home a bit longer, they reported a few other issues that need to be addressed.  I did receive emails and phone calls regarding a chip in the fiberglass tub/shower, a hump in the floor, and a bouncing floor in the dining room which were all factory items and I submitted to the manufacturer.  I explained to the buyer that the fiberglass repair person the factory has used for many years had recently and unexpectedly passed away and they were having difficulty finding someone to service their area.  On 11/11/22, I received an email from the buyer wanting these 3 items repaired immediately.  The portal with ******* Homes states the floor issues were repaired on 11/20/22 and the fiberglass repair was completed on 12/14/22.  I am not sure if there are any issues remaining since these are the last 2 items on her list in the 11/11/22 email, which is the last communication I have had with the buyer.  

  
  

  Regarding the buyer's complaint that there was no "walk through" prior to moving in.  Without my knowledge, the buyer had scheduled moving trucks for July 7, 2022.  The final inspection from the county was scheduled for July 6th and there was no way to close escrow by the 7th because of the necessary paperwork needed from the Butte County ************* as well as the title company.  ** an email, dated July 6, 2022, I agreed to allow the buyer to continue with the move in, even though their escrow did not close until July 12, 2022.  My service person performed a walk through on July 27, 2022 while they were living in their new home.  

  
  

  Lastly, I would like to address the comment "as soon as the contract was signed, management took a 3-week vacation".  I was the sales person and the buyer is referring to me.  I have been either an employee or owner of Executive Homes for 33 years.  I take 6 weeks of vacation each year.  In the 33 years, I have never taken more than 2 weeks at a time, ever.  The buyer moved into their new home on July 7, 2022 and I will agree I took a 2 week vacation the middle of August that year.  The buyer did call while I was away and my sales person asked if it could wait until my return since the items were not an emergency (if they were an emergency, the items would have been addressed immediately).  I returned approximately the 3rd week of August and my service person was at their home for repairs on 9/1/22.  It saddens me that the buyer feels I do not deserve time away from the office.  I wish I could be here to service my clients 24/7, but the time away with my family is important to me.

  
  

  Again, I do not have any outstanding service items for this client.  If there are warranty items that need to be addressed, I will do so.  The customer is still under warranty and neither I have never run away from my obligations to a warranty.  

  
  

  I wish this client nothing but the best and I do hope they are enjoying their new home. 

  
  

  Sincerely,

  
  

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

  Executive Homes

  Customer response

  04/02/2023

  I am rejecting this response because:After reviewing the response from Executive Homes I found discrepancies. I could understand where this could happen being that they deal with a lot of different customers. First experience with executive homes was very pleasant. The lot was closed when we arrived however, they open the lot so we could view the models. After viewing we met with ***** and she explained to ** that Executive Homes is very ethical, honest, customer oriented. She explained that her father passed away and she wouldn't be available for a couple weeks. So we waited a month in contacting her to come back and look at the homes again along with one of her existing customers who happens to be a cousin of ours and she said thats fine. We found a unit that we liked, with changes being made ready to ordered. Upon our cousin walking in he stated that he was talking to Executive and the model next to the we were looking at, was going to sell at a reduced price due to it being on the lot for a long time and that this model was ordered and customized by another customer whos loan didnt go through, they needed to make room for new models, so we considered the home. ***** approached ** and verified the information. They also notified ** that they would have to make changes due to the size of our septic tank on our lot and there would be no additional cost. We agreed on the price and offered her a deposit and she said it was not necessary, she assured us the home would be there and the price would not change. Upon arriving to sign the paperwork ***** came out to meet ** with an envelope stating that ******* Homes is raising their prices due to material cost, inflation etc the home now was going to go up quite a bit more and she was not willing to negotiate. 
  We were upset turned away and drove off. There were no choice words or slamming of anything. There is no added cost for this home its already built.
  
  
  We already had things in motion, signing papers to sell our house, moving date, inspections etc obligations were already in motion. After much thought and disappointment we went ahead with the purchase and decided to move on. 
  
  
  After signing there was an issue with the floor that had to be addressed 2x before it was resolved, there was a permit that was to be issued for a garage on the property that Executive was supposed to get, it had been 4 months and counting, we needed to get going on this, office said she left for vacation not to be reached for another 3 weeks, the people that were covering in the office said they where confused and didnt know what was going on so I got on the phone to the county office and received it with in 2 days. There are other issues like dishwasher was leaking, back patio door does not lock properly the other back door leaks water when it rains another issue with the floor in the hallway needs to be looked at, grouting that's cracking in the bathroom still after it was fixed, patchwork falling apart on corners of door Jams, I now have 2 cracks in the wall at two different threshold. Weve left messages and emails, she said she was going to stop by and didnt hear from anybody. We cant get a response from them, they will NOT COMMUNICATE with us So Ive had to reach out to the venders myself and the manufacturer of the home with much frustration in getting things fixed. If the warranty was honored I wouldn't have to do this myself it would be on Executive Homes to orchestrate this. And on the same note upon receiving my complaint why hasn't anybody picked up the phone and contacted **. If we call it just get it just goes to voice mail.
  
   Are warranty is still valid, but no one to service it.

  I am seeking to finish any repairs left!!! 
  
  

  
  

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