ComplaintsforFactory Expo Home Center

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new home from Factory Expo Homes. Champion Home Builders, ******************* is the representative I have been in contact with that has been working to get someone out to help with the repairs. Champion Home Builders was the company that built the double-wide at the factory. The double-wide arrived at the property ************************************************************* on March 30, 2022. I noticed problems with the home immediately. There is extensive damage to the exterior and ****************. I contacted Factory Expo right away to inform them of the issues. I spoke over the phone with their representatives. They sent some people to the property to fix the leaks. But the problems were not entirely resolved. Multiple contractors came out to assess the damages and all of them concluded that I needed an entirely new roof to be put on the home. Champion Home Builders stated that they did not have the labor force to send to ******** to repair the damages. I had to hire an inspector and a roofer outside the company. The inspector deemed it unsafe for me to move into right now. I am seeking restitution for all of the hassle and I need to be financially compensated for the extra money that you have hiring multiple people for various projects on this home that they should have completed.

  Business response

  05/05/2023

  To Whom It May ******************** style="font-size: 0.875rem;">Thank you for notifying us of ****************** concerns.  Based on communication from the manufacturer who covers the warranty on the home, ************** had two leaks on her home, one at the dormer area which was fixed by Champion Homes in 2022 and another along the hinged roof area which would be where the setup contractor would be responsible for as this is part of the setup on the home.  Champion Homes recommends the customer reach out to her setup contractor regarding the leak.  

  We will reach out to Champion Homes to regarding her concerns and have them contact *************** 

   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a home in May 2021 and paid for it in full. The home arrived with damages incurred during manufacturing and transporting. Factory Expo provided a punch list and assured me that the items listed would be repaired. There are major cracks in the sheet rock that I was told would be repaired. The repairs have not been completed to date. Factory Expo is refusing to make the repairs.

  Business response

  01/06/2022

  Business Response /* (1000, 7, 2021/12/07) */ To Whom It May Concern: Thank you for notifying us of the customer's concerns. Ms. **** acknowledged and accepted the responsibilities associated with her purchase per the executed purchase agreement on September 29, 2020. Within this agreement on page 5(a) customer initialed the following statement: In the event the manufactured home is equipped with interior drywall Tape and Texture treatment, minor "hairline" cracks may appear during transportation and placement on property, particularly around window and door areas. Extreme cracking can be caused by maneuvering of home into position on property, sharp turns, rough, bumpy terrains, homes craned or use of helicopters to place, maneuvering into excavated hole. Buyer is responsible for repairing/filing these areas and completing the "marriage line close-up" at buyers expense. Most contractors that are hired by the customer to complete the setup on the home will address any drywall cracks at the time they complete the marriage line in the home. Since the customer hired the contractor, we would not be aware of what they contractually agreed to. If you have any further questions, please feel free to reach out at the information provided. Consumer Response /* (3000, 9, 2021/12/07) */ ***************************************************************************************************** Good morning, The factory will address some of the cracks, more of the major ones. I have attached your signed purchase agreement that shows you acknowledged that it is buyers' responsibility to take care of hairline cracks. As far as someone coming to service your punchlist, please refer to the email that I sent you regarding the next steps and what to expect, I will re-send to you. Factory Expo does not handle nor have access to ********** servicing schedule. If you have any other questions or concerns, please do not hesitate to ask. I hope you have a lovely day! ------------------------------------------------ Hello *********, I have received and submitted your punch list to the ******** factory service department today. Should you have any questions about scheduling, timing, etc. of your service request, PLEASE CONTACT THE FACTORY SERVICE DEPARTMENT DIRECTLY; however, please keep in mind the timeline below. Factory Expo does not handle factory scheduling. I do ask that you keep in communication with me with updates or concerns, so that I am aware that you are being taken care of. ******** Service Department ********************************************************** If you are unable to reach Melanie, Call ******** Homes Main Line- ************ Ask for Service. ******** Homes Service Reminders: The servicing of your home is through ******** Homes. Factory Expo does not handle the scheduling or handle service items. If you have an emergency safety item (water leak or electrical), please notify ******** immediately. You may also notify ********* and ******, so that we may make sure the factory service department received for them to address. If there are any NON-COSMETIC items that should arise after you turn in your initial punch list, (structural, electrical, plumbing, repairs), you will need to submit these items to ******** in writing (email, mail, fax). You may also notify ********* and ******, so that we may make sure the factory service department received for them to address. Factory related items may be submitted to ******** for up to 1 year after the home has been delivered. Any other factory related items after the first year will be submitted by you to the extended warranty department as noted below. Once your list is submitted the service department has 30 days to call and schedule a visit to your home. During that time, there will be no contact until your request is assigned to a contractor. The timeframe varies due to factory scheduling. Once the contractor has been given your order, the contractor will make contact and schedule his visit with you directly. When the service tech comes out to complete the items on the punch list, he will have an itemized list that he will ask you to sign upon his completion and your satisfaction of the work. Please note, if you sign the bottom and do not note anything, all cosmetic work will be considered completed and the factory will not come back to service that item again. If you are not satisfied with any of the items, mark beside that line item that you are not satisfied with and follow up with an email to me or to service. This will ensure that a re-write will be completed, and someone will come out again to complete the work. EXTENDED WARRANTY INFORMATION: After the initial first year of your home being delivered, the cosmetic warranty will expire. To report any warranty claims after the first year, you will need to contact the ******** 7 Extended Warranty department at*************. Please also refer to your copy of the Extended Warranty terms provided in your initial Purchase Agreement. An additional copy may be sent to you upon request. *************************************************************************************************************************************************************** Office Days: Mon-Fri, 8am-5pm (except holidays) Administrative Assistant Factory Expo Home Centers P.O. Box 1829 Lillington, North Carolina 27546 Toll Free: 800.504.5924 Direct: 910.814.4258 Fax: 910.814.4261 In both emails above, Factory Expo acknowledges receipt of the issues and confirms that they will be addressed. To date, they have not! The cracks are in the photos ARE NOT hairline cracks. They are MAJOR cracks and could very well be structural. No cooperation at all from Factory Expo and ******** Homes. Both are pointing fingers at each other. My barndoor still has not arrived. I still have not received the blind credit for their failure to install blinds in the home as they promised to do. They blamed it on supply chain issues and every store I visit has blinds. Business Response /* (4000, 19, 2021/12/16) */ To Whom It May Concern, The General Manager from the location will reach out to the customer to discuss the information provided. Thank you

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