ComplaintsforQuality Mobile Home Services, Inc.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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.

  
  

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

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Contracted with Mobile Home Services in Oct 2021 for fencing and extended awning. I gave them $500 deposit. Due to difficulty in getting materials, I was told they would not be able to complete work until April 2022. I called in April, *talked to "****)...he said I was first in line for work to be done and they would get back to me. Never got back to me. I called again, **** said he'd call manufacturer and get back to me. **** never called back. I've since called in June and July and phone calls not being returned. I checked with mobile phone park management where I was told they would obtain all permits. They haven't been in contact with them. Then checked their website that claims BBB rating of A+...now know they have rating of "F." I want my deposit back.

  

  Business response

  08/04/2022

  We have tried to contact Mrs. ****** to hopefully resolve the issue, but we have not received a response yet.

  We left a voicemail message on August 3rd, 2022, at around 9:20am.
  

  
  

  Customer response

  08/04/2022

  Better Business Bureau

  I have talked to the business person at Mobile Home Services.  He claims he will return my deposit of $500. I would like to keep this claim open until I have the check in hand. Given their track record, I am not sure I can trust them to return my deposit. 

  
  

  Thank you* ***** ****** 

*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. ↩