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:06/17/2024

  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.

  I am so disappointed that I trusted this company with what is supposed to be my families forever home. Between them and the Manufacturer Champions. My husband and I paid cash for our home we learned now thats the biggest mistake. They say it doesnt make a difference but IT DOES! We have been in our home for a little over 2 years now, I have multiple texts, phone calls, and emails trying to get the issues corrected. Things off our punch list still have not been completed and we are still having issues! Our warranty is has expired an even with multiple times Ive spoken to ****, ****, ****** (no longer with the company), and ******* they assured they would make it right but, now they have ghosted and not returning texts. I am so heartbroken that these issues that could be corrected have just been swept under the rug and now my 2 year old home looks like its been here for 10 years and we havent kept maintained. I continuously went through top notch in order to get to Champions and ****** also learned go straight to the builder. They sent people out to correct issues an dont get me wrong they used caulk and paint to fix cracks. But I dont have a kitchen drawer and havent for almost 2 years but they have a invoice for a contractor who come out stated they had to order the drawer they would be back and never returned. Within the first 2 weeks of living here with multiple complaints with proof every hard rain water pours in my front and back door as well as my master bedroom window. My baseboards are ruined as well as my sub flooring. Someone come out stated they adjusted my doors that did not happen, but here we are 2 years and rain still pours in I have videos. I have contacted top notch and the manufacturer at this point and they email saying your warranty is out they arent responsible.

  Business Response

  Date: 06/24/2024

  Good morning,

   

  I am responding back to the claim that was filed on Top Notch Homes. I have included the signed agreement that the Retailer is not responsible or liable in any way for the construction of the home or for the manufactures warranty responsibilities. Customer had TDHCA and inspector D. ******* was out and found the only thing Top Notch needed to take care of was the molding at the marriage line/ the **** bar, that is the transition strip down the middle of the house. Top Notch made good on that, and the case was closed. All other complaints were on the manufacture. The manufacture had been out several time and I included all of the receipts from the manufacture and a detailed list of everything they took care of and it was signed off on by the customer stating all service had been completed. Top Notch has also been out and even upgraded her HVAC system to a 5 ton. The repairs the customer is saying she wants done are either cosmetic and the manufacture does not cover that because they do not know how people treat their homes, are regular maintenance and homeowners' responsibility or they are saying they have been out and addressed them. The items the customer is upset about is not a Top ********************** Retailers responsibility and the customer signed stating they understood how the warranty process worked. This is how I like to explain the warranty process, if you go buy a car from a dealership and the engine blows when you drive it off the lot it is the manufactures responsibility to replace the engine. The retailer is there to help assist but we do not cover the warranty of the car and the manufacture is the ones that decide what warranty information they cover. I have spent hours upon hours on email and phone with the manufacture seeing what else they would be willing to do for this customer but on their end, they feel that have taken care of their obligations and held up their end of the warranty. I have provided all the receipts from the manufacture as well as us. If there is anything else, we can help with please let us know. 

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased home on 8/24/22 w/downpayment of $20k. Model not available so purchased through pictures on their website. 10/31/22 completion of home pd balance in cash. Home delivered 11/10/22 which did not look like what was on website.I paid for a front covered porch and back deck. Found out later no permits were obtained which is required by the city. (still waiting on that) Porch was not built in compliance with codes & had to be repaired 3-4 times & eventually redone. There was never a "formal" walk-thru & I have been dealing with countless people. I had written the owner but he referred me to another person. I've had multiple people out here fixing various issues. Nobody shows up as expected. Non-electricians have been working on electrical issues. They say the repairs are "manufacturer issues". /I had to hire a home inspector (at my expense) to find out what was really going on with rest of house. Roof was patched, vents not sealed, elec issues, etc.I have been here 7 months & the following are still the MAIN concerns.*My front door only opens half way since the home is not level on the sides. *The sides of the home are lower than the center of the house. My coffee spills out of my cup on the counter in morning *When any fan is shut off, the lights flicker. (nobody can figure out why) Nobody is concerned except me about fire?*I can see outside of the back door because it doesn't fit properly.I put a bad review on the website, their main concern is getting that taken off. I was told that all the repairs would be done at "Top Notch" expense, IF I AGREE TO TAKE DOWN THE REVIEW. I said no, other people need to be aware of Top Notch.Top Notch may not have built it, but they are selling it & should be held accountable. Worst customer service ever! I have spent countless days off and many, many hours of my time trying to get these issued fixed over 7 months!Regardless who is responsible, I did not get what I paid for, only 7 months of headaches!!

  Business Response

  Date: 07/11/2023

  Good afternoon. As you can see, we did pull permits, the city inspector was out at the home on 7/5/2023 the inspector was Mr. *********************** with the City of *********** and he said everything was up to code and passed inspection, and they closed the file. ******************, we emailed and mailed the permit we acquired by the city. ****************** say there was not a formal walk-through and that is not the case either, she did have a walk-through. She was given a 30-Day walk through list to fill out and given 30 days by the manufacture to report any and all issues to get them taken care of. This was turned in to the manufacture and it is on the manufacture to take care of any issues and problems with the house, this is not on Top Notch Homes. We are only the seller of the homes we are not the manufacture. I did get some of Top Notch Homes contractors out there to expedite the process in trying to get ****************** taken care of. The remainder of the items the manufacture will be reaching out to her to take care of that has nothing to do with Top Notch Homes. As far as being the owner ****************** has been directed to the correct people to get her taken care of. ******* is the **************** Manager that has been taken care of ****************** and has all the text and phone call lists and has followed up with her every step of the way, corresponding to her almost every day and responds right away when ****************** reaches out to her. So what ****************** is really upset with is the manufacture and not Top Notch Homes. Top Notch Homes was responsible for the decks and leveling. We went out and re-leveled her house and added more support piers to make her happy, the leveling is in compliance and has been inspected as well. You can also see a permit was pulled and passed inspection on the decks. This complaint should not be on Top Notch Homes at all. Everything Top Notch Homes is liable for has passed inspection and is in code/compliance. Attached are the permits from the City of Gainesville and the project overview from the city of ***********. If you need any more information, please reach out to us and we will be happy to accommodate any request you have in order to prove the review she is trying to leave in not valid. 

  Customer Answer

  Date: 07/18/2023

  Complaint: 20293258
  
  I am rejecting this response because:

  Champion Homes is saying that Top Notch is responsible and Top Notch is saying that Champion is responsible. I just keep getting the run around with no real resolution.  This has been going on for 7 months!

  My front door will not even open half way. My counters in the kitchen slope since they are not level. See pictures of level.

  I guess I can check with a Fire ******** and see what needs to be done since I can't open my front door even half way now.  The fire department would not be able to get inside easily, or me out, in the event of a fire. This is a fire hazard which Top Notch doesn't seem to be worried about.

  The lights still flicker when fans are off which is also an electrical hazard. This was indicated in another complaint from another customer but yet the problem continues?

  If I did have a formal walk-thru like Top Notch indicated, I would like them to provide me the name of the person I did the walk thru with and a copy of the report.  The walk-thru list that I have is totally blank and no signatures of either party is on it.  Per my records, the person who was going to come out in December got Covid and did not come out.

  Top Notch is the seller, but they are making money off the product sold and should stand behind their products they are selling.  

   

  
  Regards,
  
  *********************

  Business Response

  Date: 07/20/2023

  Addressing the situation at hand I have listed everything Top Notch Homes has done to get ****************** concerns taken care of. I understand her concerns and have been taking care of them and addressing them. I have made another appointment for a contractor to go out on 6/24/2023 after 2:00 per customer request to take care of the front door. I have attached pictures of the leveling and support piers showing everything is leveled and structurally sound. Customer said in the latest report that her countertops slope sense they are not level, but the house is leveled, and I attached a picture that ****************** herself sent me on 07/18/2023 saying the door is leveled and she has a leveler on the top showing it to be leveled. If the house was not leveled the door would not be leveled. As far as the countertops are concerned not sure why they are not level, but I have sent this over to the manufacture this is a manufacture problem if they are out of level. I am waiting on a response from the manufacture, and I will update ****************** as soon as I hear from them. As for Ms. ******** concern for the Lights flickering when the fan is off, I have reached out to the manufacture to see what I can do on my end to get this expedited or if they can get someone out there ASAP, I am waiting on a response from the manufacture. I let the customer know I am working on getting the manufacture out there ASAP.  **** our ** and ****** the Service Manager did a walkthrough with ******************. **** will be going back and pulling all his text. **** the ** said they definitely did a walkthrough with her, and a walkthrough is not a requirement, but we did do one. We give a 30-Day Walkthrough sheet to the customer that are to on their own go through and notate everything wrong on their own time and at the end of the **************************************************************************************** and take over any manufacturing problems. I know she states she feels she is getting the run around but I have been doing everything I can to take care of her and her concerns and still am doing so and will continue to do so. I am committed to my customers and validate their feelings and concerns.   
  05/15/2023 A pier under the front door was added and the house was leveled. 
  
  
  06/03/2023 Dynamic Deck went out to inspect the deck. 
  
  
  06/13/2023 ****** ** of Top Notch Leveling went out and check the support piers under the front door of the home
  
  
  06/14/2023 A & M Heating and Air went out put a 25-amp breaker in place on the outside condenser unit it had a 30-amp 
  
  
  06/23/2023 Top Notch Leveling crew went out address the issues with the support piers under the front door, checked the front door and said the manufacture needed to come out any fix the door. Leveling crew re-checked the leveling and all the structural piers everything.
  
  
  06/28/2023 Owner ***** with Dynamic Decks went out and took care of the deck. City of Gainesville went out and inspected everything and it was to code.
  
  
  07/24/2023 We will have KG with Through the Glass will go out and check the front door again. 
  
  
  07/24/2023 ***** with Dynamic will be out to bring new siding and put it up around the deck.
  
  
  We have been going out and taken care of everything we can. everything else is things that are manufacture related. If you need anything else please let me know and I will continue to follow up with the customer. Thank you for your time. 
  
  
  UPDATE FROM MANUFACTURE 07/20/2023 3:23pm
  
  *******,
  
  I have spoken to her thru text as we cannot seem to connect via phone.  I have explained to her that a contractor has her work order and will schedule with her to complete the repairs on her home.  He has several orders and sets his own schedule accordingly due to the volume of orders he receives and the work required to complete them.
  
  I also sent her the following information in email regarding the flickering lights.
  
  Please feel free, after having the home checked for any wiring or provider issues and ruling those possibilities out, to share this with homeowners.  I know I have had my share of people telling me that their home was going to burn down, or they were going to be shocked.  I make certain that the contractors know that I want every possibility of a short, mis-wire, crossed wires, staples or nails thru sires checked thoroughly, and a visual inspection of the crossovers and the exterior pole with meter and box checked.  No we do not repair someone elses mistake or equipment, but if we can say we checked everything it covers our and the contractors liability.  Its always better to spend an extra 15 minutes just to provide safety.
  
  LED bulbs are, in most cases, instantly responsive to voltage changes.  Fan/light and the fan motor, including light bulb sockets (loads) wired in parallel to a power source. This is called a circuit. While the circuit voltage is constant , the circuit current changes as loads are turned on/off which adds/removes opposition to current flow. LED lights have an internal electronic driver with impedance that reacts to circuit current changes. This reaction causes the flicker you see. LED lamps are a newer young industry and hopefully will improve the drivers as the product ages. We have tested and been unable to detect enough electricity to register on meters when testing and most have found that the amount of chart is little more than static electricity running back making lights flicker.
  
  The contractor will check the electrical again to make certain that nothing was missed.
  
  Mobile homes are not built level/plumb to site built home standards.  The homes are built on wheels and as such will not be perfectly level, squared or plumb.  However, a contractor will remove the countertop connections to the cabinets and correct the countertop so that it does not lean or check out of level.  While the repair will not make it perfectly level it will be as close to level as you can get in a mobile home.
  
  ******************* stated the front door will only easily open way and has to force it open the rest of the way dragging against the flooring.  Unless the blocks are in the incorrect placement at each corner of the door as outlined in the installation manual, the door should be level and swing open properly, unless is is out of square or was not properly adjusted before.  She said that she expected someone from Top Notch to be out soon to complete that repair.
  
  I have asked the contractor to check it when he comes to make certain that the door is indeed sealed, not dragging on the floor, and opens freely.
  
  Respectfully,
  
  ***************************
  ************* ********************************** Representative
  ***************************************************************************************
  ************  Direct  |  ************  FAX
  After hours and weekend emergencies - Leave a message.
  ************  Ext. ****

• Initial Complaint

  Date:12/07/2022

  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.

  Hello, I am writing this complaint about this company because we purchased a home that was listed as move-in ready from this company. After we had paid them cash for this property and signed all final documents, the company then informed us that there is no electricity running to the house and that it would be completed in 2 weeks. After reaching that 2 week lead time, there has been no changes in the electricity to the house. I have contacted Oncor about the status of this work that is being performed, and I have been told by the project designer that this project will not be completed for 3-4 months. I have a deadline to be out of my current house, and have to stay in a hotel. This company only offered to pay $100 a day for a hotel, you can't find a hotel for that price. So I will be out hundreds of dollars for hotel bills. After spending a lot of money on a house that I can't even move into, they only offered $100 a day for a week's time, the going rate for hotels in my area are at least $150.00 a day plus fees. So not only am I out this money for a hotel, now I am still having to pay for a house that I can not live in. This company doesn't care about the people who they are selling properties to. It's all about the money they receive. They don't care that they are leaving people pretty much homeless. Purchasing a home should be an exciting experience and we have not had that with this home purchase. It has been nothing but that. They have several properties on their website listed for "Move-In Ready" and I am sure that there are other families that are struggling with this issue. I am also required to give them a 30 day punch list for the home manufacturing company, but I am unable to provide this information to them correctly because I can not go through the home thoroughly due to there not being any electricity.

  Business Response

  Date: 12/07/2022

  The customer had known that the home did not have power since they first viewed the property. We let the customer know multiple times that we did not control Oncors timeline. We have been doing everything in our power to get the power connected. We have also offered to put the customer in a hotel at our charge. We try to be as transparent as possible, some things are out of our control. We will be staying in constraint contact with the customer to try and get this resolved. 

  Customer Answer

  Date: 12/07/2022

  Complaint: 18539445
  
  I am rejecting this response because: we were only informed about the power issued after we signed all closing documents, that information wasn't provided to us until after signing the closing documents. From Top Notch's records it was listed that this was told to us on 11/22/2022. This is the date that we signed our closing documents. They have several other properties on their website listed as "Move-In Ready" but whoever they are clearly not since there is no electricity ran to these houses. Please see the attached screen shots of the website stating that these houses are move in ready.
  
  Regards,
  
  *************************