Complaints

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:05/03/2023

  Type:Product 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.

  At the first of July 2022 we decided to visit HBV to look at homes. We picked one out and advised the salesman that this would be a cash transaction. We were told that homes were backed up in the factory and it would be at least 12 or so months. At that point we advised HBV that we had already sold our home and had to be out by March 31, 2023 so this would probably not work. The salesman advised us that loans fall through all the time and was very confident that the time frame would be a lot shorter. We picked out a few colors and made one change to the plan, removing a closet. We wrote a check for $50,000 dollars as a deposit. We left with the message of we will take care of you, don't worry. It was down hill from there. In September it became evident that they were not going to help up in the time frame we had. We advised HBV that we would have to cancel and do something else as we would be homeless before they could get us a house. In the timeframe up to September the only plans sent to me was a printed off floor plan with the closet crossed out. After that a strange 3d rendering of the kitchen. When we told them to cancel and please refund out money all of a sudden they could have us a house the second week in April. Also they miraculously had engineered plans that we hadn't seen. We found another company that locked us in for the last week in March 2023. HBV advised me that no other company would get a house before they did! Also they were keeping $5500 of our money for their expenses. I can understand maybe $1000 but not $5500 for nothing. We went with the other company who got us the same house and it was set on our property on March 30th 2023. The house came from the same factory and sales rep. that HBV said would not happen. I have all documentation to back this up. The only resolution we want is to get our money back. Other companies we spoke with said they never do this to customers. They saw cash and took advantage. This is our retirement home.

  

  Business Response

  Date: 05/03/2023

  This is in response to this complaint.

  On 6/4/22 ***** and *********************** went under contract with us to build a new modular home for them.  At the time of this we advised him completely on our time frame.  We advised him to use our other factory due to his time constraint.  He chose to go with this particular home knowing how long it would take to get it from the factory.  At that time they gave us a$50,000 deposit to start the project.  We proceeded to start this project.  We sent the request to the factory to get the home design complete.  After the customer signed off on the final designs on 7-19-23 the home was officially ordered at the factory. The factory than completes a full set of prints and has them stamped by the engineering firm they use.  The complete stamped set of prints were completed on Sept 8th.  On Sept 19th we had our site supervisor visit their site,(hours away from our office) to complete the inspection and  *************** was there.   By the middle of September we already had ordered the home, paid sales commission on the home to the sales associate, sent representatives to their property and processed all the documents to build the home. Even if the home is cancelled, these are expenses that have occured because they wanted us to build them a home. When *************** called and wanted to cancel because another dealer promised a earlier date i called the plant and was able to move his home up a couple months to try and help him.  I also advised him it would cost him a few thousand dollars ($5,500) to cancel because of the above reasons.  After many conversations he said he did indeed want to cancel.  I told him the amount It was going to be if he cancelled of the contract.  He said We immediately sent him a refund check for the remainder.  The ******* ordered this home fully knowing the time frame we had and caused us to incur these expenses. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20012854
  
  I am rejecting this response because: It was fully stated in the complaint that we were aware of the time frame but led to believe by ************* that he had no doubt it would be sooner. We would have never given them a check if we were not confident in what we were told. There was only one conversation with ****************, not several. I was never able to get a straight answer out of anyone as to whether the prints were there or not. It was only when we canceled that all of a sudden they appeared. The builder we went with gave us our March date right off the bat and they delivered. HBV just kept saying July. We were just a number and not a customer. This is really taking advantage of older people. As I stated I can understand some expense but not $5500 worth. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/04/2023

  Hello,

  It was very clear from the start they knew our timeline.  We steered them into a new product we were carrying from HBS that we could get in just a few months. They insisted on getting the home from ****** that we had a much longer back log. They made a conscious decision to go with the home with the longer backlog. We have emails where she acknowledges the longer timeline and that we would try to move up if possible but not guaranteed. When they advised us they were looking at going with another builder I tried and was able adjust some customers and was able to get their home moved up within about 3 weeks of what the other builder promised them.  I did everything I could to accommodate them but they chose to break the contract anyway. What another builder can do with the factory does not have any bearing on our time frame. We have a customer backlog, and it is based on our timeline and not the factory.  They chose to find another builder who could get the house earlier and decided to go with them.  That was their choice.  But we had a contract that they broke.  This just covers our expenses. 

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair 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.

  Whatever you do do not buy a home from Vanderbilt. All the company does it tell lies to get your money. They don’t care if you are paying a mortgage on a house you aren’t living in because they are the slowest workers ever. We ordered our house June 2020 and was told it would be done and move in ready by March 2021. It is now July 1, we have started paying our mortgage, and we are still not in the house. They have lied to us about how long it will take, when things are scheduled, and how long their workers actually work. Our inside took the longest to be finished because they guys would only “work” maybe 3 hours every time they came out and would lie to the office about how much work they had left. I will be so happy when I am done dealing with this company and will not ever suggest someone to buy from them. Our inspection was supposed to be done July 1, but there were guys out there fixing everything that wouldn’t pass inspection! If it’s done right the first time then they shouldn’t have to fix all of this stuff. Now inspection is pushed off until 7/2 and we are having to hope everything will pass so we don’t go a month paying mortgage on a house we aren’t even living in. I would suggest going with a bigger company or building your own house. It would save you time and a headache. We had to call numerous times pitching a fit just to get the house done by 7/1. If it’s a professional business customers should not have to call and pitch a fit and remind them of their own timeline that they give customers! They might act all nice and caring, but the only thing they care about is the sale and getting money.
  
  We have also had 3 windows and other home repairs that have been needing fixed and they have only fixed 1 thing due to an outside contractor completing in. I have to contact them over and over before even getting a reply. We are going on 3 months and the problems are still not being fixed. We also have sheet rock that still has cracks in it that they never fixed.

  

  Business Response

  Date: 03/09/2023

  Hello,

  This window issue has been scheduled to be fixed the week of 3-13-23.   

  Customer Answer

  Date: 03/09/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***