Complaints

This profile includes complaints for Quality Mobile Home Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quality Mobile Home Services Inc

  16755 Grand Ave Lake Elsinore, CA 92530-1465

  
• 

  Quality Mobile Home Services, Inc.

  7059 Commerce Cir Ste J Pleasanton, CA 94588

  
• 

  Quality Mobile Home Service

  665 Saco Street Lot 270 Westbrook, ME 04092

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/26/24 a *** came to my parents home. They live in a mobile home community for the elderly. My dad is 81 and my mom 80. My dad does not speak any English, my mom speaks limited English, neither can read. They were given a price for the job and were told they need to sign the contract that day and provide a deposit. they felt pressured into signing that day and were not able to have me review the paperwork since we don't live close. They were told the job would start on 7/2/24. My dad signed the contract that he was unable to read and provided a check for $1000 deposit.They waited and were afraid to even go out of town not knowing when the work would begin. No one contacted them and they called and left messages for weeks. In the last week of July my they were set to go visit my brother out of town for a few weeks and called to cancel the work. They told me about the situation and asked me to call on their behalf because they were not able to get through to anyone and were only able to leave a voicemail. They wanted me to request a return of the deposit due to the lack of communication, clarity, and the job not being started when they were told it would start.I called the company on July 30, 2024 and spoke to a ***resentative who confirmed they are able to cancel the job. I requested a refund of the deposit. The ***resentative advised me I would have to leave a voicemail for someone to call me back. On 7/30 I left a voicemail detailing a request to have communications directed to me since my parents lacked the language proficiency. A person named **** called and left a message for my mom that she was responsible for 40% of the contract and all expenses incurred and asked her to contact *******************. I called and left a message for **************** on 8/6, 8/7, 8/9 of 2024 with details of the job number and request for a call back to discuss the contract. I have not received any communications. I am requesting that the deposit be returned in full to my parents.

  

  Business Response

  Date: 08/12/2024

  The customer ************* Dam reached out on their own behalf twice to set up an appointment for a free estimate for a new roof.  The second call, which was on a recorded line,has the customer speaking, requesting, and setting the time for the free estimate at their home.  The customer was able to speak clearly enough to articulate their desire for a new roof and set an appointment.
  We are a C-47 specialty contractor that specializes in manufactured housing and mobile homes.  This specialization leads us to work almost exclusively in the types of communities ************* Dam lives in.
  A person in NEVER told them they must sign a contract with our company.  In this case, the customer entered a negation with the ***resentative while they were at their home and told the ***resentative they would sign the contract today if he could do it for a certain amount.  That ***resentative called his supervisor and got permission to do so.  This negotiation was specifically initiated by the customer.
  On June 26, 2024, the customer signed the work order and contacts.  The Quality Mobile Home Services, Inc.-Home Improvement Contract Page 1 of 2 where it states under the heading in bold START AND COMPLETION OF WORK the following:
  
  Provided that any sums due to be paid to Contractor in advance of commencement of work are paid, and all required building permits are obtained, the work to be performed under this Contract shall be commenced approximately July 2, 2024.  The project shall be completed by approximately September 2, 2024, subject to permissible delays as defined in this Contract or events beyond the control of Contractor.
  As clearly stated, there are approximate dates.  The permit was pulled and paid for on July *******, well within the window of time.  Spending labor and money to go get and pay for the permit constitutes commencing of the job.
  Please note that the customer was also given the right to cancel form AND initialed they received it on the Quality Mobile Home Services, Inc.-Home Improvement Contract Page 1 of 2
  They had their right to cancel free of any penalty and chose not to.
  Furthermore, on the Quality Mobile Home Services, Inc.-Home Improvement Contract Page 1 of 2 just below the approximate start and completion dates, and just above where the customer initialed stating they received their right to cancel, there is a section listed in bold LIST OF INCORERATED DOCUMENTS. The second item listed there is a section listed Additional contract terms.
  The customer was given this document as a part of their contract.
  On the page titled, QUALITY MOBILE HOME SERVICES, INC.  HOME IMPROVEMENT CONTRACT ADDITIONAL CONTRACT TERMS SHEET Paragraph two titled ADDITIONAL CANCELATION TERMS, THERE ARE NO REFUNDS. It states the following:
  If the Homeowner wished to terminate this Agreement at any time after the Three-Day Right to Cancel has expired, Homeowner shall pay to contractor any reasonable and actual expenses incurred by or on behalf of Contractor including but not limited to labor, cost of materials, fees paid to other vendors, expenses incurred (including in the connection with obtaining permits),and any loss of profit.  Loss of profit shall not exceed 40% of the contract price.
  We are more than willing to cancel this contract with the customer according to the terms of the contract or we are willing to still complete the contract.
  We have Voice recordings, copies of the contract, the open permit, the accounting for all work performed so far, pictures of the customer on the roof with the *** showing him around and many other documents to support or position.
  The owner of the company will reach out personally to ******* to discuss any further details.

  Customer Answer

  Date: 08/14/2024

   I am rejecting this response because:
  
  First off, as I have repeatedly explained, my mother may speak some English, but English is her second language. This business is engaging in deceptive and predatory behavior by suggesting that because my mother was able to make an appointment with this company, that that is proof she completely understood everything. That is not the standard when courts are asked to review the enforceability of contracts.  Courts have found contract unenforceable even where the aggrieved party is a primary English speaker.
  
  With that said, to say that the contract was clear and she agreed to it, despite the mischaracterization and the actual FACT that my mother doesn't not speak English fluently and most definitely does not know how to read contracts, let alone interpret legalese within that contract, and the fact that my father speaks no English, is absurd. They also fail to mention that they should have known this not only by speaking to her, but also by the fact that during the initial visit for an estimate, she called her son to help translate what the technician was explaining. After her son got off the phone with her, she then proceeded to deal directly with the company and she ultimately signed a contract she did not fully understand. 
  
  My mother tried multiple times to follow up with this company about the project completion and finally reached out to us, her children, to follow up since all her calls were IGNORED, let to this dispute. That fact alone (that she kept calling and was unsure why it was taking so long for the project to start) is direct evidence that 1) she did not understand the contract, let alone the specific provisions about the timeline being an estimate due to certain developments that may occur such as a delay in permitting, and thus invalidates the argument that this was a knowing and intelligent agreement on her part; and 2) even under their characterization, they did not explain why they failed to follow up with her and explain to her the reason for the delay until her children, both lawyers, got involved.
  
  They also claim she called them first but fail to reveal that this company posted fliers door to door in her retirement community that is made up of all seniors, most of whom speak English as a second language. They were clearly targetting a vulnerable community and their response to our attempts to resolve this informally illustrates their lack of professionalism and their unfair business practice of taking advantage of vulnerable senior citizens. 
  
  Ultimately, given their lack of communication with my mother and the fact that she signed a contract without fully understanding it, it is only fair that they refund the money as well. If they want to charge for the ACTUAL cost of the permit fees, that is reasonable. But given the behavior of this company towards our vulnerable parents, we reject this response and request the BBB follow through on this unfair business practice. 

  

  Business Response

  Date: 08/16/2024

  We do not go door to door with advertising. We send post cards in the mail or we buy ad space in magazines.
  

  I emailed this complainant today and offered to waive the 40 percent of the contract price  cancelation fees owed in exchange for allowing us to keep the deposit as we as weve spent over the deposit amount on obtaining the permit.  I am awaiting to hear back to see if this is satisfactory. 
  

  as stated before we have the home owner on a recording line speaking english well enough to request and set this very appointment calling in.

  We do not target seniors, we are mobile home specialists so of course we advertise to mobile home owners. 
  

  we are trying, and it is our intention to come to a reasonable conclusion.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 25th 2023 I signed two contracts with this company for two separate jobs. One job was completed. As I was waiting for the second job to start. Which, by October 17th 2023 still did not have a start date my Mother has taken ill. I called the company and explained the issue. Spoke with *** and was told he would work on it. After waiting a couple of weeks with no response, I called back for status again I explained that I needed the deposit refunded so that I could buy a ticket back to ******** to see my Mother. I was transferred to finance where I spoke with *****. She had advised me that a check for the $500.00 was to be put in the mail that day. After yet another couple of weeks with no check, I called back to *****'s direct number where in went to voicemail. I did leave a message but did not get a return call. I called again today and again went to voicemail. I have informed delivery service with the **** and I see everything that is scheduled to be delivered to my home and I have not seen any correspondence coming from them what so ever. I have been patient but now it has been a month of waiting for a check I was promised. I just want the check because I need it to purchse a plane ticket to go see my Mom

  

  Business Response

  Date: 11/22/2023

  The customer was sent a refund certified mail. We spoke to the customer and I formed them. They indicated they were satisfied. 

  Customer Answer

  Date: 11/27/2023

   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.

  Hello,

  
  

  I have received a refund from the company as they said they would.  It is ok to close  the complaint out.

  
  

  Thank You for your assistance

• Initial Complaint

  Date:10/05/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed work estimate contract 8/1/2022 and paid $1000 deposit on a $20k job. Check cashed 8/4/2022. In almost two months heard nothing. We called several times, we left messages on voicemail twice, we emailed once. No one got back to us until we wrote a certified/registered letter saying we wanted our deposit back and cancel the contract. We even contacted our management company since they had to initially approve the construction. They had heard NOTHING. Then ****** *****(?) called on 9/27/2022 and said he was responsible. We said we wanted our deposit back. He said he would let *** ****** (manager) know and cancel the contract. We have had no response, no refund. Nothing. We found their company on a flyer saying they were BBB rated, Inc500 rated. We assumed they were reputable. Absolutely NO communication makes us believe they could be fraudulently collecting and keeping deposits and doing NO work. I can bring in all supporting, signed documents. I am unable to load documents to my computer. Appreciate any help you can give.

  

  Business Response

  Date: 10/14/2022

  Upon receiving this email from the BBB, the customer's
  complaint was thoroughly researched within our company.  

  
  
  

  While it may be true that the customer was not contacted at
  a frequency of their personal choosing, there is a lot they are leaving out of
  their complaint and the resolution they are seeking is to break a legal
  contract both homeowners signed and entered into with us on Aug 1
  2022.  

  
  
  

  The customers stated they contacted their management company
  and the management company stated we had never contacted them.  This is
  indeed accurate as we have not been able to obtain the permit from the city of
  San Diego.  It is illegal to perform this scope of work without a permit
  in the state of CA.  There are processes set forth, in certain specific
  orders we must follow. Our Staff did not contact the management yet as we
  had not gotten to that stage with the permit.  Our permit runner
  initially arrived at the San Diego permit office and was told that
  they are not currently taking walk-in appointments. This is not normally the
  case.  From there, our office has called and left five messages for the
  permit office with no response.  We have begun to elevate our complaint to
  their office as this obviously causes workflow issues and upset customers due
  to longer than normal waiting times.

  
  
  

  The customers stated they want their deposit of $1000 back.

  
  
  

  The contract states on the signed contract page titled
  "HOME IMPROVEMENT CONTRACT" page 1 of 2, under the heading in bold titled
  "START AND COMPLETION OF WORK"  on lines 2 through 4 the
  following: The work to be performed under this contract
  shall be commenced on approximately Aug 4, 2022. The project shall be
  completed approximately Nov 30, 2022, subject to permissible delays as defined
  in this contract or events beyond the contractor's control.

  
  
  

  Please note we are still well within this estimated
  timeline.

  
  
  

  The contract is also clear about several things including
  that these are approximate dates, and that these approximate dates are subject
  to permissible delays and events outside of the contractor's control. 

  
  
  

  In addition, the customer also received as part of their
  signed contract, a page titled "QUALITY MOBILE HOME SERVICES, INC. HOME
  IMPROVEMENT CONTRACT ADDITIONAL CONTRACT TERMS SHEET"  On
  page 2 of 2 under the Sixth heading titled "Permissible delays" this
  clause goes into further detail and in fact, on lines 1 through 2 states: In
  addition to the potential delays related to permitting, the approximate
  start and completion dates may be further delayed due to causes beyond the
  contractor's reasonable control.

  
  
  

  Though this contract hasn't gone as quickly as both parties
  would have liked, we are still well within our rights in this contract.

  
  
  

  We take claims like this seriously as we are a reputable
  company.  Understandably, it does take time to thoroughly look into
  things which is why you have not heard from *** about a refund.

  
  
  

  If the customer would like to cancel their contract, they
  would be in breach of contract. According to page 1 of 2 on their signed
  contract page titled "QUALITY MOBILE HOME SERVICES, INC. HOME IMPROVEMENT
  CONTRACT ADDITIONAL CONTRACT TERMS SHEET" under the second
  heading titled "Additional Cancelation terms. There are no refunds."
  it states the following: If the Homeowner wishes to terminate this
  Agreement at any time after the Three-Day Right to Cancel has expired,
  Homeowner shall pay to Contractor any reasonable and actual expenses incurred
  by on or on behalf of Contractor including but not limited to labor, cost of
  materials, fees paid to other vendors, expenses incurred (included in
  connection with obtaining permits), and any loss of profit.  Loss of
  profit shall not exceed 40% of the Contract Price.

  
  
  

  The customer has initialed stating they received their three
  day right to cancel on the "HOME IMPROVEMENT CONTRACT FORM" directly
  below their list of incorporated documents. Their request is well
  beyond the three day right to cancel.  

  
  
  

  At this point we would happily offer two options to resolve
  this matter.

  
  
  

  Option1: we can complete the contract

  
  
  

  Option 2: we can cancel the contract and provide accounting
  to the customer and collect the cancellation fee as agreed to in our
  signed contract.

  
  
  

  We will also be providing copies of the customer signed
  contract with this reply.

  
  
  

   

  
  
  

  We look forward to amicably resolving this issue with
  either option the customer chooses.

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:
   Option 1 is not acceptable.  Option 2 is acceptable.  We cancel the contract and they provide accounting to us and collect the cancellation fee as agreed to in our signed contract.  We do not wish to do business with a company that would not answer our email or respond to our phone calls for two months after signing the contract.  This is not a company that any reasonable person would want to do business with.  Ignoring customers is not good business practice.  As a member of the BBB you would think that this business would do a better job of communicating with their customers!  Thanks for your assistance in this matter.

  
  

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

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